Quality Manager

3 weeks ago

Bengaluru, Karnataka, India Gameskraft Full time
Job Description

Job Summary

We are seeking a passionate and results-oriented Quality Manager to lead our quality assurance team in delivering exceptional customer experiences in the fast-paced online gaming industry. The ideal candidate will oversee a team of quality analysts, champion the voice of the customer (VOC), and drive process improvements through modern quality management tools and AI-powered solutions. This role requires exceptional leadership skills, a deep understanding of customer sentiment, and the ability to collaborate with cross-functional teams to ensure excellence across all customer touchpoints.

Key Responsibilities

1. Team Leadership & Management:

- Lead, mentor, and inspire a team of 910 quality analysts to achieve organizational objectives and consistently deliver exceptional results.
- Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to support professional growth and skill enhancement.
- Demonstrated ability to unlock the full potential of team members, fostering a culture of excellence and continuous improvement.

2. Quality Assurance Processes:

- Manage the sampling of voice and non-voice customer interactions for a multi-brand business operation, ensuring precise allocation to quality auditors by defining what to audit, who will audit, and at what frequency.
- Monitor and evaluate customer interactions to uncover opportunities for enhancing quality standards, refining products, or improving processes.
- Develop and execute a comprehensive quality roadmap tailored to both existing and new brands, ensuring optimal performance and alignment with business objectives.

3. Customer Sentiment & Insight Generation:

- Develop and implement a robust insight generation framework tailored to products at various stages of their lifecycledifferentiating between new and existing brands
- Leverage AI-driven quality management tools to analyze customer sentiment and generate actionable insights.
- Spearheaded initiatives to enhance customer experience based on sentiment analysis and VOC data.

4. Collaboration with Stakeholders:

- Engage directly with customer support agentsthe frontline representatives who interact with customers dailyto gain valuable insights and ensure a customer-centric approach to problem-solving.
- Partner closely with customer support, training, business, and product teams to identify and resolve customer pain points, ensuring the delivery of effective solutions rather than merely escalating issues.
- Collaborate with senior leadership to design and propose strategies that tackle recurring challenges, driving enhancements in product offerings and process efficiency.

5. Quality Management Tools:

- Implement and manage quality management systems to streamline workflows, reporting, and analysis.
- Stay updated on the latest advancements in quality management and ensure tools & resources are used effectively.

6 . Process Improvements:

- Translate VOC feedback into actionable strategies to optimize processes and improve product offerings.
- Design and implement metrics to measure the effectiveness of quality assurance programs.

7. Analytical Mindset:

- Strong analytical mindset with the ability to interpret complex data and derive actionable insights.
- Proficiency in Microsoft Excel, including advanced functions (e.g., pivot tables, VLOOKUP, data visualization tools) for data analysis and reporting.

Qualifications & Skills

- Education: Bachelors degree
- Technology Skills: Hands-on experience working with Ticketing/CRM Solutions - FreshDesk/Zendesk/Salesforce, MS Office - Excel/Word/Powerpoint, Dialer Solutions - Exotel/Genesys etc.
- Experience: Minimum of 5 years in quality assurance, with at least 2 years in a managerial role.
- AI Prowess: Strong understanding of quality management tools and AI-powered platforms for customer sentiment analysis.
- Team Player: Proven ability to lead and manage a team, fostering collaboration and driving results.
- Self-starter: Exceptional analytical skills, problem-solving acumen, and communication skills.

Preferred Certifications:

- Certified Quality Auditor (CQA)
- Six Sigma Green/Black Belt
- Certifications in AI-powered quality management tools (if applicable)

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