Quality Specialist (Technical · Bengaluru

7-Eleven Global Solution Center India delivers enterprise technology solutions, business operations support, and technical services powering the global retail operations of 7-Eleven.

Key Responsibilities

• Audit and evaluate technical support interactions across voice, email, and chat support channels.
• Measure adherence to quality parameters, standard operating procedures, and customer service benchmarks.
• Identify process bottlenecks, technical recurring issues, and knowledge gaps among support agents.
• Deliver constructive feedback and coaching to technical support personnel to elevate service delivery.
• Analyze customer satisfaction (CSAT) scores and first-contact resolution (FCR) performance metrics.
• Conduct root cause analysis on escalated or defect-prone incidents and propose corrective solutions.
• Collaborate with team leads and trainers to organize targeted refresher training modules.
• Maintain standardized quality scoring rubrics and update calibration guidelines periodically.
• Prepare regular quality performance dashboards and management reports for operations leadership.
• Ensure compliance with IT service management protocols and data security standards.