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.

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