Quality Assurance Engineer

We are seeking an experienced and dynamic BPO Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the efficient day-to-day operations of the team, driving performance, meeting service level agreements (SLAs), and ensuring high customer satisfaction. This role requires excellent leadership skills, problem-solving abilities, and a deep understanding of BPO operations.

Key Responsibilities:

• Lead, manage, and motivate a team of customer service agents to achieve performance targets.
• Monitor and evaluate individual and team performance, providing coaching and feedback to ensure continuous improvement.
• Handle escalated customer queries and resolve issues efficiently.
• Ensure adherence to company policies, procedures, and quality standards.
• Maintain and report on team KPIs and provide regular performance updates to management.
• Facilitate training and development programs to enhance team skills and knowledge.
• Foster a positive and collaborative work environment.

Requirements:

• Minimum of 3 years of experience in BPO operations, with at least 1 year in a leadership role.
• Strong communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities.
• Proficiency in MS Office and CRM software.
• Ability to motivate, mentor, and guide a team towards achieving business goals.

If you're passionate about leadership and customer service, apply today to join our team in Pune!

Optiblack is a product growth firm that works with product leaders to drive revenue from data. Optiblack has worked with 50+ firms and created an impact of $300M+ USD

Optiblack is looking to add a product analyst that works with their clients on client engagement.

Job Descriptions

0. Monitoring

 Look at data from various sources daily to understand insights

 Identify areas of improvement

 Create the dashboards as per requirements

 Build tracking plan

1. Data Analysis

 Gather and analyze data from various sources to extract actionable insights.

 Use statistical techniques and data visualization to interpret trends and patterns.

 Identify opportunities for product improvements based on data analysis.

2. Product Performance Evaluation

 Monitor key product metrics and performance indicators.

 Conduct regular evaluations to assess product performance against goals and benchmarks.

 Identify areas of improvement and recommend strategies for optimization.

3. Market Research

 Conduct market research to understand industry trends, customer needs, and competitive landscape.

 Analyze market data and customer feedback to identify market opportunities.

 Provide insights on target market segments and potential customer segments.

4. User Experience Enhancement

 Collaborate with UX UI designers to improve the user experience of the product.

 Conduct user research, interviews, and usability testing to gather feedback on product usability and satisfaction.

 Recommend enhancements and features to improve user experience.

5. Requirement Gathering

 Collaborate with stakeholders to gather and document product requirements.

 Conduct interviews, workshops, and surveys to understand user and business needs.

 Translate requirements into clear and actionable user stories or product specifications.

6. A/B Testing

 Plan, execute, and analyze A/B Tests to evaluate the impact of changes or new features.

 Use data from A/B tests to make data-driven decisions and optimize the product.

7. Reporting and Presentation

 Prepare reports and presentations to communicate insights, findings, and recommendations.

 Present data analysis and product performance evaluations to stakeholders and cross-functional teams.

 Clearly articulate complex concepts in a concise and understandable manner.

Skills Required for a Product Analyst

1. Technical Skills

 Data Analysis: Proficiency in using analytical tools and techniques to gather, analyze, and interpret data.

 Tools: Mixpanel or similar

 Market Research: Knowledge of market research methodologies, including data collection, analysis, and competitor analysis.

 Product Management Tools: Familiarity with product management tools such as Jira, Trello, or Asana to manage product backlogs, roadmaps, and user stories.

 User Experience (UX) Design: Understanding of UX principles and the ability to work closely with designers to enhance the user experience of the product.

 A/B Testing: Experience in planning, executing, and analyzing A/B tests to measure the impact of product changes.

 SQL and Database Knowledge: Proficiency in SQL to extract and analyze data from databases.

2. Workplace Skills

 Communication: Strong verbal and written communication skills to effectively collaborate with stakeholders, present findings, and document requirements.

 Problem-Solving: Ability to identify problems, gather relevant information, and propose practical solutions to improve product performance and user experience.

 Critical Thinking: Capacity to think analytically, assess situations, and make data-driven decisions.

 Stakeholder Management: Skill in managing relationships with stakeholders, understanding their needs, and balancing competing priorities.

 Teamwork and Collaboration: Ability to work collaboratively with cross-functional teams, including product managers, designers, developers, and marketers.

 Adaptability: Flexibility to navigate in a dynamic and fast-paced work environment, adjusting priorities as needed.

 Attention to Detail: Strong attention to detail to ensure accuracy and precision in data analysis, documentation, and requirement gathering.

• Discussing project aims with the client and development team.
• Designing and building web applications using Laravel.
• Troubleshooting issues in the implementation and debug builds.
• Working with front-end and back-end developers on projects.
• Testing functionality for users and the backend.
• Ensuring that integrations run smoothly.
• Scaling projects based on client feedback.
• Recording and reporting on work done in Laravel.
• Maintaining web-based applications.
• Presenting work in meetings with clients and management.

• A degree in programming, computer science, or a related field.
• Experience working with PHP, performing unit testing, and managing APIs such as REST.
• A solid understanding of application design using Laravel.
• Knowledge of database design and querying using SQL.
• Proficiency in HTML and JavaScript.
• Practical experience using the MVC architecture.
• A portfolio of applications and programs to your name.
• Problem-solving skills and critical mindset.
• Great communication skills.
• The desire and ability to learn.

SAP PS

Exp: 3yrs relevant in SAP PS

Job Location: Mumbai

Need Immediate Joiner or Max 30 days

- Sap PS Certification Mandatory

- Functional SAP PS Consultant with S / 4 HANA exposure along with SAP SD,FI knowledge,

- Must have end-to-end implementation done.

Senior Manager - Research

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale.

upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

• upGrad was awarded the Best Tech for Education by IAMAI for 2018-19
• upGrad was also ranked as one of the LinkedIn Top Startups 2018: The 25 most sought-after startups in India
• upGrad was earlier selected as one of the top ten most innovative companies in India by FastCompany.
• We were also covered by the Financial Times along with other disruptors in Ed-Tech
• upGrad is the official education partner for the Government of India - Startup India program
• Our program with IIIT B has been ranked #1 program in the country in the domain of
• Artificial Intelligence and Machine Learning

Role Summary

As a User Research Professional you will establish UX Research practice for your pods and collaborate closely with the product and tech leadership to shape our products. You will work with your peer(s) to set clear methods, standards and metrics for gathering qualitative and quantitative insights to continuously deepen the actionable knowledge of our product teams.

You will work with teams to develop research awareness, skills for engaging learners, community and experts, also knowledge for discerning what is important to take into product or innovation practices. You will maintain the highest level of research rigour across all types of studies and constraints. In addition to laying the foundation for user research for your pods, you will conduct and lead key research activities, applying quantitative or qualitative research methodologies to generate actionable insights for our products, brand and strategic direction. Your success will be the team’s commitment to research practices and knowledge of deep learning practices which are hidden in plain sight from across India's hinterland to metros.

Roles & Responsibilities

• Lead and coach team of UX researchers across any one of the Discovery and Growth, Learning experience, Careers, and Breakout pods
• Partner with User Researchers, Design Leads, Product Managers, and Engineering managers to drive all stages of research from early product direction through summative validation in an Agile work environment
• Lead prioritization about what we research, when to research it, and how that research is conducted; This might mean working with cross-functional teams, multiple devices, brands, and platforms, in order to find opportunities to further improve the user experience
• Influence a diverse set of stakeholders through excellent relationship building, and crisply providing insight and deep domain expertise in research practices and product development
• Put the needs of our varied set of users front and center and driving, through influence and well-constructed presentations of insights, the user experience strategy of our many products
• As a voice of the user, effectively challenge and elevate the customer experience in a data-driven environment
• Design, recruit and moderate research studies regularly (both in-person and remote)
• Use a variety of research methods and tools to best reach the goals of each project in order to provide rich, actionable insights
• Communicate research findings and prioritized recommendations to internal stakeholders in a clear and compelling way

Skills Required

• You have 6+ years of experience as a User Research Leader with experience building successful practices inside of companies
• You have to lead a team of at least 4 people
• You have deep knowledge of qualitative research methods and tools across the Indian diaspora, as well as knowledge of quantitative methods
• You know how to analyze and work with design, business, and product data tracking
• You have an excellent knowledge of UX standards, and bring a deep background in psychology, social sciences, or anthropology to the practice
• You have strong oral and written communication skills in both Hind, English, and ideally one other language relevant to our deep reach in India. Any other language is a bonus.
• Your excellent presentation skills will help you collaborate with team members from a wide range of teams and geographies across India.
• You have experience in working in an agile environment and the ability to adapt quickly to changing product priorities
• BA or MS in Psychology, Anthropology or Design with a strong focus on User Research is an added bonus

• 5+ Years of IT experience

• 3+ Years of development experience with either Automation Anywhere

• Knowledge on UI path

• Minimum of 3 years hand on experience working with Automation anywhere 10.7 or higher.

• Should have knowledge on 11.x.

• Proficient in automating complex business requirements and proactively propose alternate solution.

• Designing and development of bots/Metabot to enhance the functionality.

• Must have worked on automating process that involve ERP systems, web sytems.

• Proficient in understanding the requiement and propose the relevant RPA tool (Automation anywhere and UI path)

• Should be open to learn new technogies and share the workload of team members.

• Bachelor’s/Master’s degree in Computer Science/Information Technology or a related field

• Strong verbal and written communication

• Strong analytical and problem-solving skill

• Relationship management