Quality Assurance Manager

3 weeks 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 .

  • Head of Quality Assurance

    2 days ago

    Delhi, Delhi, India Progressive Steel Automotive Solution Pvt Ltd Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time on-site role for a Head of Quality Assurance. The position is located in Delhi, India. The Head of Quality Assurance will oversee daily operations of the quality assurance department, ensure compliance with industry standards, and manage quality auditing and control...

  • Quality Assurance Specialist

    2 weeks ago

    Delhi, Delhi, India beBeeProductivity Full time ₹ 8,00,000 - ₹ 15,00,000

    Quality Assurance SpecialistOur organization is seeking a Quality Assurance Specialist to oversee daily quality assurance operations. This role will involve developing and implementing quality management systems, ensuring compliance with industry standards.

  • Quality Assurance Executive

    6 days ago

    Delhi, Delhi, India Oh Deli Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Role DescriptionThis is a full-time on-site role for a Quality Assurance Executive located in Delhi, India. The Quality Assurance Executive will be responsible for overseeing quality control processes, ensuring compliance with quality standards, conducting quality audits, and managing quality assurance systems. The role involves routine inspections, testing...

  • Quality Assurance Specialist

    3 weeks 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 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 Team Manager

    2 weeks ago

    Delhi, Delhi, India Liberty Data Analytics Full time

    Job Summary Liberty Mutual's GRS Capability Center Operations (GRS - CCO) team is expanding Quality Assurance function by establishing Quality Assurance (QA) team in India under Liberty's legal entity, responsible for performing independent QA audits for underwriting operations (i.e. Policy Booking, Endorsement, Submission and other UW tasks)...

  • Quality Assurance Manager

    3 weeks 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...

  • Quality Assurance Analyst

    1 week ago

    Delhi, Delhi, India Gravyn Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Company DescriptionGravyn is built to digitize and elevate the workplace, helping organizations move from manual, fragmented routines to a seamless, modern way of working. We focus on clarity, speed, and simplicity—so teams can operate smarter, collaborate better, and raise the bar of everyday work.Role DescriptionThis is a contract role for a Quality...

  • Quality Assurance Associate

    2 weeks ago

    Delhi, Delhi, India beBeeVerification Full time ₹ 8,00,000 - ₹ 10,00,000

    Join a dynamic team as a Quality Assurance Associate. This role involves ensuring the accuracy and completeness of background verification reports.About the RoleThe ideal candidate will have strong analytical skills, attention to detail, and excellent communication abilities.A Bachelor's or Master's degree is required, preferably in a related field such as...