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Microtek International Pvt Ltd. · 8 hours ago

Service Quality Executive

Delhi, OH

Full-time

Onsite

Mid, Senior Level

3+ years exp

Microtek International Pvt. Ltd. is a leading technology innovator in India's power backup industry, recognized globally for creating reliable and advanced technology products. They are seeking a Service Quality Executive to oversee call center operations, manage KPIs, and drive service excellence through quality standards and performance management.

EnergyRenewable EnergySolar

Hiring Manager

RAJENDRA NEGI

Responsibilities

Oversee day-to-day call center operations to ensure seamless customer support

Manage and monitor KPIs of outsourced call centers (AHT, TAT, FCR, CSAT, call quality, productivity, etc.)

Drive service excellence by implementing quality standards, SOPs, and best practices

Conduct regular performance reviews with outsourced call center partners and ensure SLA adherence

Analyze call data, dashboards, and reports to identify gaps and improvement areas

Lead call audits, quality evaluations, and root cause analysis for service issues

Work closely with internal service, CRM, and field teams to close feedback loops

Support training needs, refresher programs, and process improvements for call center agents

Handle escalations related to customer experience and ensure timely resolution

Prepare and present weekly/monthly performance reports to management

Qualification

Call center metricsBPO call center operationsAnalytical skillsStakeholder managementCustomer experienceCommunication skillsContinuous improvement

Required

Graduate

3–6 years of experience in service quality, call center operations, or customer experience

Experience in after-sales service call center experience is must

Preferred

Strong understanding of call center metrics and quality frameworks

Experience in managing outsourced / BPO call center operations

Data-driven mindset with good analytical and reporting skills

Excellent communication, stakeholder management, and coordination skills

Customer-first attitude with a focus on continuous improvement

Company

Microtek International Pvt Ltd.

Microtek Brand is a technology innovator and a pioneer in the power back up industry in India, which has exemplified the brilliance by making reliable and latest technology incorporated products that are well accepted and appreciated by household consumers & industrial sector across the globe.

Founded in 1989

Delhi, Delhi, IND

1,001-5,000 employees