Quality Assurance Manager

1 day 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

    3 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 Expert

    2 weeks ago

    Delhi, Delhi, India beBeeQualityAssurance Full time ₹ 7,50,000 - ₹ 15,00,000

    Job Title: Quality Assurance Specialist",">As a dedicated quality professional, you will be responsible for ensuring the highest standards of quality control and assurance in our cybersecurity domain.",">About the Role",">This full-time hybrid role offers a unique blend of on-site and remote work flexibility, based in New Delhi.",">Key responsibilities...

  • Quality Assurance Specialist

    4 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...

  • Cybersecurity Quality Assurance Professional

    3 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 Specialist

    1 day 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

    24 hours 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...

  • Quality Assurance Team Lead

    1 day ago

    Delhi, Delhi, India beBeeQuality Full time ₹ 9,00,000 - ₹ 11,00,000

    Job Title: Quality Assurance ManagerTransforming Customer Experiences through Quality ExcellenceAs a highly analytical and experienced quality assurance manager, you will lead the quality function within our customer service organization. This strategic role is focused on optimizing the customer experience through data-driven quality monitoring, feedback,...

  • Quality Assurance Specialist

    3 days ago

    Delhi, Delhi, India beBeeAssurance Full time ₹ 6,00,000 - ₹ 12,00,000

    Job OverviewAs a Quality Assurance Specialist, you will be responsible for monitoring, evaluating, and auditing a sampling of inbound and/or outbound calls and other contact methods including chat and email. You will report results of evaluations to appropriate business stakeholders.Key Responsibilities:1. Monitor and evaluate a sampling of inbound and/or...

  • Quality Assurance Specialist

    4 days ago

    Delhi, Delhi, India beBeeQuality Full time ₹ 17,40,000 - ₹ 25,10,000

    Job OpportunityWe are seeking a diligent Quality Assurance Professional to monitor and analyze interactions, identify areas for improvement, and provide coaching sessions.Key Responsibilities:Develop, maintain, and refine the QA scorecardEnsure adherence to internal processes and external regulationsCollaborate with senior team members for performance...