Quality Assurance Manager

2 days ago

Delhi, Delhi, India Dentalkart Full time

job Title - Quality Assurance Manager

Job Location - Chhatarpur, Delhi

Work Days - 6 Days

About the Role:

We are seeking a highly analytical and experienced Quality Assurance Manager to lead the quality function within our Customer Service team . This is a strategic role focused on optimizing the customer experience through data-driven quality monitoring, feedback, and continuous improvement initiatives.

Preference will be given to candidates with prior experience in the e-commerce industry, especially those who have handled quality functions in high-volume, fast-paced customer service environments.

Key Responsibilities:

  • Lead the Quality Assurance process for all customer service interactions (voice, email, chat).
  • Evaluate interactions based on quality parameters like communication, resolution accuracy, compliance, empathy, and customer satisfaction.
  • Identify trends, recurring issues, and performance gaps to recommend coaching and training interventions .
  • Provide constructive and actionable feedback to customer support teams.
  • Work closely with Training, Operations, and Product teams to design and roll out performance improvement plans.
  • Develop and maintain quality dashboards, reports, and insights for leadership.
  • Drive improvements in CSAT, NPS, and FCR through deep interaction analysis.
  • Lead calibration sessions to ensure consistency and objectivity in evaluations.
  • Monitor adherence to SOPs, company policies, and regulatory requirements.
  • Stay abreast of e-commerce customer service trends, tools, and best practices .

What We're Looking For:

  • Bachelor's degree (preferred: Business, Communications, or related field).
  • Minimum 3+ years of experience in a Quality Analyst/Quality Manager role, preferably in the e-commerce or retail customer service domain .
  • Strong command of QA tools, CRM systems, and interaction monitoring platforms.
  • Proven ability to analyze call/chat/email data and drive quality improvements .
  • Excellent listening, coaching, and communication skills.
  • Ability to work in a fast-paced, customer-centric e-commerce environment .
  • Strong reporting skills with the ability to translate metrics into strategic insights.
  • Self-starter with strong organizational and leadership qualities.

Preferred Qualifications:

  • Prior experience working with or setting up QA processes in an e-commerce or online retail company .
  • Lean Six Sigma (Green Belt/Black Belt) or other quality certifications.
  • Exposure to industry frameworks like COPC, ISO, or similar.
  • Experience in handling large-scale seasonal customer service operations .

  • Quality Assurance Specialist

    6 days ago

    Delhi, Delhi, India Resecurity Full time

    Company DescriptionResecurity is an American cybersecurity company headquartered in Los Angeles, California. The company offers next-generation endpoint protection and intelligence-driven cybersecurity solutions to top Fortune 500 corporations and governments globally.Role DescriptionThis is a full-time hybrid role for a Quality Assurance Specialist at...

  • Quality Assurance Specialist

    2 days ago

    Delhi, Delhi, India Resecurity Full time

    Company DescriptionResecurity is an American cybersecurity company headquartered in Los Angeles, California. The company offers next-generation endpoint protection and intelligence-driven cybersecurity solutions to top Fortune 500 corporations and governments globally. Role DescriptionThis is a full-time hybrid role for a Quality Assurance Specialist at...

  • Quality Assurance Specialist

    2 weeks ago

    Delhi, Delhi, India Resecurity Full time

    Company Description Resecurity is an American cybersecurity company headquartered in Los Angeles, California. The company offers next-generation endpoint protection and intelligence-driven cybersecurity solutions to top Fortune 500 corporations and governments globally. Role Description This is a full-time hybrid role for a Quality Assurance Specialist at...

  • Quality Assurance Strategist

    18 hours ago

    Delhi, Delhi, India beBeeQuality Full time ₹ 19,00,000 - ₹ 25,10,000

    Job Title: Quality Assurance StrategistWe are seeking an experienced quality assurance strategist to lead our quality processes as we scale from development to large-scale production of intelligent, self-climbing robots for urban use.The ideal candidate will have strong expertise in both hardware and software quality management, with experience working in...

  • Quality Assurance Manager

    8 hours ago

    Delhi, Delhi, India Ferguson Full time

    About FergusonFerguson is the largest value-added distributor serving the specialized professional in the residential and non-residential North American construction market We help make our customers complex projects simple successful and sustainable by providing expertise and a wide range of products and services from plumbing HVAC appliances and...

  • Cybersecurity Quality Assurance Professional

    5 days ago

    Delhi, Delhi, India beBeeQuality Full time US$ 60,000 - US$ 1,20,000

    The role of Quality Assurance Specialist is a vital part of our cybersecurity operations, ensuring the quality and integrity of our services.Job DescriptionThis is a full-time hybrid position based in New Delhi with flexibility for some remote work. The Quality Assurance Specialist will be responsible for:Quality control and assurance management in the...

  • Quality Assurance Professional

    22 hours ago

    Delhi, Delhi, India beBeeRegulatory Full time ₹ 17,50,000 - ₹ 22,50,000

    Senior Quality Assurance ManagerJob Overview:We are seeking a seasoned professional to oversee supplier quality assurance, development, and compliance in regulated industries. The role involves leading audits, driving quality improvement initiatives, and building strong supplier partnerships.Key Responsibilities:Develop and implement supplier quality...

  • Quality Assurance Engineer

    3 hours ago

    Delhi, Delhi, India beBeeQuality Full time ₹ 80,00,000 - ₹ 1,25,00,000

    We are looking for a Quality Assurance Engineer to join our team. The ideal candidate will have a background in mechanical or civil engineering and experience with quality assurance processes.This is a full-time position available in multiple locations, including Delhi, Mumbai, Kolkata, Bengaluru, Hyderabad, Vadodara, and Gandhinagar. We offer competitive...

  • Quality Assurance Specialist

    4 days ago

    Delhi, Delhi, India beBeeQuality Full time ₹ 5,00,000 - ₹ 7,00,000

    Job Title: Quality Assurance SpecialistWe are seeking a highly skilled Quality Assurance Specialist to join our team. As a key member of the quality assurance group, you will be responsible for ensuring that all products and services meet the highest standards of quality.About the Role:The successful candidate will have a strong background in quality...

  • Quality Assurance Specialist

    4 days ago

    Delhi, Delhi, India beBeeAutomation Full time ₹ 90,00,000 - ₹ 1,20,00,000

    We are seeking a seasoned Quality Assurance Automation Engineer to drive our software quality assurance initiatives.Job Description:The selected individual will be responsible for leading the development and execution of automation testing strategies, ensuring high-quality software delivery while optimizing testing efficiency. The ideal candidate should...