Everseen - Sr Team Leader Quality Analyst - Tech Support

Everseen India Infotech; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Everseen is seeking a Sr Team Leader Quality Analyst to lead the QA function within Tech Support in Pune, India. You will mentor QA Analysts, collaborate with engineers and SMEs, and drive quality initiatives to ensure excellent customer outcomes and adherence to support processes.

The role requires a graduation in engineering with 5+ years of team leadership experience, strong knowledge of QA frameworks, and a data-driven approach to coaching and reporting.

Qualifications

• Graduation in Engineering with strong analytical skills.
• 5+ years of experience as a Team Leader in QA/tech support.
• Knowledge of QA frameworks and continuous improvement principles.
• Experience with auditing quality processes and coaching teams.

Responsibilities

• Lead QA within Tech Support to ensure high service quality and customer satisfaction.
• Conduct quality audits and calibration sessions with SMEs and engineers.
• Coach and mentor QA team to improve productivity and quality.
• Monitor performance metrics and drive adherence to processes and SLAs.
• Publish daily improvement reports and track action items.

Skills

Team leadership

Quality frameworks

Audit methodologies

Data-driven decision making

Microsoft 365

Communication skills

Problem solving

Leadership

Education

Engineering degree

Tools

Linux

Job description

Sr Team Leader Quality Analyst - Tech Support

Pune

India IN TECH SUPPORT /

Full Time Permanent /

On-site

: A leader in vision AI solutions for the world s leading retailers.

The Role

As a Sr. Team Leader Quality - Tech Support, you will be responsible for leading the Quality Assurance function within Technical Support operations, ensuring high standards of service quality, customer satisfaction, and operational excellence. You will work closely with Technical Support Engineers, Quality Analysts, Subject Matter Experts (SMEs), and Operations leaders to conduct quality audits, provide actionable coaching and feedback, identify improvement opportunities, and drive adherence to support processes, quality standards, and service level expectations.

In this role, you will lead quality initiatives, mentor and develop the QA team, conduct calibration sessions, and ensure alignment with evolving processes, tools, technologies, and quality benchmarks.

Main Responsibilities

• Ensuring day -to day briefing is carried with team over modality of task by covering the type of quality to be maintained. Developing a strategy that the team members can use to better quality.
• Ensuring quality analysts should be thoroughly trained on the specifications of document and guidelines of each annotation task so they are much through with the attributes.
• Conduct regular quality calibrations, team briefings, and knowledge-sharing sessions to align Quality Analysts and Technical Support Engineers on evolving processes, tools, and quality benchmarks.
• Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives.
• Ensuring the productivity is maintained by keeping track of every respective Quality Analyst on hour basis.
• Quality is maintained as per norms of instruction guidelines in document.
• Working hand in hand with manager on better working environment for the team.
• Setting up goals and objectives for the team and individuals to ensure the task is completed on time.
• Guide the team and motivating them continuously to move towards better productivity and quality.
• Ensuring feedback loop is present and it gives right direction to the employee/s where improvements are needed and what are the best practices that can be applied.
• Coordinate with low performance tech support engineers and quality analysts by tagging them with SMEs to ensure quality improvements in Tech Support process.
• Publish the improvements reports on daily basis to all the team members and depict the improvements using points where exactly needs to be worked.
• Quality check of data and QC reports on required metrics accuracy.

Skills Required

• Graduation in Engineering background
• 5+ Years experience as Team Leader
• Experience in handling quality team will be plus
• Linux knowledge will be plus
• Knowledge of quality frameworks, audit methodologies, and continuous improvement principles
• Good Knowledge of Microsoft 365 suite
• Data-driven decision-making and reporting skills
• Good communication skills
• Strong leadership skills
• Problem solving skills

About

Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.

Supporting 11 of the top 20 global retailers, Everseen s AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.

Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.

Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.

We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.

Our Culture

Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions.

We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar, strengthening our talent, pushing innovation forward, and maximizing our impact.

Our Values

We OWN THE OUTCOME. No silos, no excuses.

We ARE CUSTOMER-FIRST. They guide our decisions.

We ARE ONE TEAM. Debate, decide, commit.

We MOVE WITH PACE. With simplicity and quality.

We RAISE THE BAR. On talent, innovation and impact.

Our Commitment

Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.

Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.