Quality Assurance Manager

1 month ago


mumbai, India Eduvanz Full time

As a Customer Service Quality Assurance Manager, your goal will be to maintain a high and consistent level of support quality across the team . It will be your responsibility that regardless of the agent approached or the support channel used, customers always get excellent services.

Responsibilities :

  • Establish and refine internal standards for support and call center quality assurance.
  • Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
  • Evaluate support engagements against predetermined quality benchmarks.
  • Provide agents with constructive feedback and guidance during regular meetings.
  • Engage in dialogue with agents to elaborate on and clarify feedback.
  • Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
  • Devise strategies to enhance support KPIs.
  • Assist in enhancing agent performance through targeted guidance and ongoing support.
  • Identify training and onboarding needs and spearhead relevant initiatives.
  • Monitor customer service performance at both individual agent and team levels.
  • Generate comprehensive reports reflecting support performance.
  • Communicate support team performance findings to upper management.
  • Participate in calibration sessions to ensure consistency in internal evaluations.
  • Foster a positive team culture.

Requirements :

  • Prior experience in customer service roles.
  • Demonstrated proficiency in analytical abilities.
  • Practical experience in quality assurance procedures.
  • Strong interpersonal skills, including adeptness in delivering constructive feedback.
  • Effective organizational skills and familiarity with goal-setting methodologies.
  • Evidence of skill in data visualization and understanding of support metrics.
  • Understanding of fundamental business metrics and their relationship with support operations.
  • Problem-solving acumen to devise impactful strategies for enhancing support quality.




  • Mumbai, Maharashtra, India Leuwint Technologies Full time

    Job Description : We are seeking an experienced QA Manager to lead our quality assurance team. The ideal candidate will have a strong background in software testing methodologies, quality assurance processes, and team management. As a QA Manager, you will be responsible for ensuring the quality and reliability of our products through effective testing...


  • Mumbai, Maharashtra, India The Indian Hume Pipe Co. Ltd. Full time

    Quality Control and Quality Assurance EngineerAn exciting opportunity awaits for a detail-oriented Quality Control and Quality Assurance Engineer at our organization. If you are passionate about ensuring products meet high standards and enjoy working with engineering teams to improve processes, this role is perfect for you.Job responsibilities:Responsible...

  • Quality Assurance

    3 weeks ago


    Mumbai, India Equifax Full time

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. **Synopsis of the role** As a Quality Assurance specialist, it is required to ensure that a company's products meet industry standards. It aims...


  • Mumbai, India Eduvanz Full time

    As a Customer Service Quality Assurance Manager, your goal will be to maintain a high and consistent level of support quality across the team. It will be your responsibility that regardless of the agent approached or the support channel used, customers always get excellent services.Responsibilities:Establish and refine internal standards for support and call...


  • Mumbai, India Eduvanz Full time

    As a Customer Service Quality Assurance Manager, your goal will be to maintain a high and consistent level of support quality across the team. It will be your responsibility that regardless of the agent approached or the support channel used, customers always get excellent services.Responsibilities:Establish and refine internal standards for support and call...


  • Mumbai, Maharashtra, India Eduvanz Full time

    Greetings from [Company Name]!As the Customer Service Quality Assurance Manager, your main objective will be to ensure a consistent high level of support quality within the team. It will be your duty to guarantee that customers receive top-notch services regardless of the agent they interact with or the support channel they use.Main...

  • Quality Assurance

    1 week ago


    Mumbai, Maharashtra, India Equifax Full time

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.Synopsis of the roleAs a Quality Assurance specialist, it is required to ensure that a company's products meet industry standards. It aims to...

  • Quality Assurance

    1 week ago


    Mumbai, Maharashtra, India Seven Consultancy Full time

    JOB DETAILS 1) Directing the activities and team members of remote QA groups.2) Accountable for the oversight of the work plan and deliverables of remote QA groups.3) Accountable for special projects and initiatives as directed.4) This role will be part of the Quality Control (QC)/Analytical QA Team whose role is to ensure our patients receive the...

  • Quality Assurance

    4 weeks ago


    Mumbai, India VISTRA Full time

    Its never been a more exciting time to join Vistra. At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business to help our clients achieve progress without friction. But progress only...


  • Mumbai, Maharashtra, India Vineeth Precious Catalysts Pvt. Ltd. Full time

    Company DescriptionVineeth Precious Catalysts Pvt. Ltd. is a leading manufacturer of Hydrogenation Catalysts, including Raney Nickel Catalyst, Noble Metal Catalysts, and Salts and Compounds. Specializing in refining and reprocessing spent precious metal catalysts.Role: Quality Assurance ExecutiveLocation: VasaiType: Full-TimeRole DescriptionThis is a...


  • Mumbai, India DSRP Enterprises Full time

    Token - DSRP - 7U68F - Location - MUMBAI MAHARSHTRA - Industry - Manufacturing - Functional Area - Quality Assurance & Quality Control - Position - Quality Assurance Supervisor - Salary - ACCORDING TO EXPERIENCE - Experience - 3 TO 6 YEARS - Requirement **Quality Assurance Supervisor** **Tasks** 1. Quality Assurance with production supervisors and...

  • Quality Assurance

    2 weeks ago


    Mumbai, India Softenger Full time

    **Job Profile**: - Quality Assurance**Job Location**: - Mumbai**Experience Required**: - 1-3 yrs- JD for Manual QA Tester Job Description/Key Performance Areas & Competencies: Reviewing and analysing system specifications. Reporting and documenting technical issues. Create Test Cases. Execute test cases analyse results. Create logs to document testing...


  • Mumbai, Maharashtra, India Abbott Laboratories Full time

    Job Responsibilities :Accountable for following activities of Contract Operations Quality:Well acquainted with QRM process and should able to independently perform the QRM assessment.Capable to handle multiple projects and well versed with project management skills Should have good communications, drafting and presentations skills.Well versed with Excel/...


  • Mumbai, Maharashtra, India Abbott Laboratories Full time

    Job Responsibilities :Accountable for following activities of Contract Operations Quality:Well acquainted with QRM process and should able to independently perform the QRM assessment.Capable to handle multiple projects and well versed with project management skills Should have good communications, drafting and presentations skills.Well versed with Excel/...


  • Mumbai, Maharashtra, India DSRP Enterprises Full time

    Token DSRP 7U68F Location MUMBAI MAHARSHTRA Industry Manufacturing Functional Area Quality Assurance & Quality Control Position Quality Assurance Supervisor Salary ACCORDING TO EXPERIENCE Experience 3 TO 6 YEARS RequirementQuality Assurance SupervisorTasksQuality Assurance with production supervisors and coordinate with management, client and vendors and...


  • Mumbai, Maharashtra, India Portall Infosystems Pvt Ltd Full time

    About Portall:At Portall, we specialize in developing innovative low-code/no-code solutions and complete software projects customized for the ports and logistics industry. Our expertise in Electronic Data Interchange (EDI) architectures differentiates us, allowing us to provide state-of-the-art solutions that streamline processes, boost efficiency, and lead...

  • Quality Assurance

    1 week ago


    Navi Mumbai, Maharashtra, India Chain IQ Full time

    Responsibilities: Provides support to the Head of Quality Assurance Team and/or direct manager in order to ensure that staff in Chain IQ locations make optimal use of reporting, analysis and internal control systems; Ensures the provision of services on request and support for recurring projects; Acts as a point of escalation and solution of internal and...


  • Mumbai, India ZODIAC HR CONSULTANTS (I) PVT. LTD. Full time

    **Role Name** Executive-Quality Assurance **Function** Quality Assurance **Department** Quality & Technology **Location** Region (Delhi/Mumbai) **Reporting To** Administrative - Region Functional - Manager-Quality **Qualification** Any Graduate **Experience** 4 - 10 years in Quality & Technology function In order to achieve this job...

  • Quality Assurance

    1 week ago


    Mumbai, India Morpheus Human Consulting Full time

    Reference Code: - 444-76 - Job Title: **Quality Assurance - Management Consulting - Mumbai** - Category: - Consulting - Job Description: - Job Title: Quality Assurance - Management Consulting - Mumbai - We are currently seeking an experienced Manual and Performance tester who wants to work in a fun, collaborative, and fast-paced environment where...

  • Quality Assurance

    2 weeks ago


    Mumbai District, Maharashtra, India Sigma manpower services Full time

    **Quality-assurance** Education - Diploma in Engineering Experienced/ Fresher - **Experienced** Knowledge - 1. Handling of measuring instruments like micrometer, vernier caliper etc. 2. Knowledge about MS office, Auto cad. 3. Knowledge about ISO 9001 system. **Responsibility**: 1 Maintaining inspection related records like in process, final & incoming...