Job Description

About the Team:

The

Meesho AI Services team

is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations.
In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If you're passionate about AI, building strong partnerships, and creating impactful change, this is the team for you!

About the Role:

As a

Senior Associate - Quality, Training, Process Excellence, and Escalations

, you will support efforts to enhance customer and seller support operations through high-quality service delivery, efficient processes, and innovative tools.
You will contribute to initiatives focused on training, quality assurance, process improvement, and the thoughtful adoption of GenAI technologies. This role is ideal for someone with hands-on experience in support operations, a keen interest in technology-driven solutions, and a drive to improve service performance through collaboration and continuous learning.
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What will you do

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Support GenAI Adoption & Operational Improvements:

Assist in integrating GenAI tools to improve support workflows and enhance the efficiency of customer and seller interactions. Contribute ideas and execute plans that help teams make better decisions and deliver more personalized, responsive support. +

Contribute to Quality Assurance Initiatives:

Help implement quality monitoring practices and analyze support data to identify areas for improvement. Collaborate with team leads to ensure consistent service delivery and share insights that improve customer experience.
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Deliver and Improve Training Programs:

Work with training leads to design and deliver scalable training content, including AI-driven modules. Help keep training material up-to-date and relevant to evolving customer needs and product changes.
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Enhance Process Excellence Efforts:

Participate in process audits and support the design of process improvements that enhance efficiency and consistency. Document best practices and assist with rolling out operational updates to support teams.
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Support Escalation Management:

Assist in managing and tracking complex support escalations, ensuring timely and effective resolution while identifying trends for long-term improvements.

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What will you need

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1 to 3 years of experience

working with AI tools, customer service processes, or quality/training programs, preferably in a support operations environment. +

Familiarity with GenAI technologies

and a strong interest in learning how to apply them to real-world service challenges.
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Attention to detail and strong analytical skills

to help assess quality data, identify trends, and recommend improvements.
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Good communication and collaboration abilities

, with experience working across teams to implement process or training updates.
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Proactive mindset

, eager to learn and contribute to a culture of continuous improvement and service excellence.

About us

Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.



Curious about life at Meesho? Our people have a lot to say and they've made us the top-rated e-commerce workplace on Glassdoor.

Our Mission

Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company's massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

Culture and Total Rewards

Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like "Reflections", "Listen or Die" , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles.
We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.



Know more about Meesho here : https://www.meesho.io/