Experienced Quality Assurance Lead Wanted

1 week ago

Pushkar, Rajasthan, India beBeeQualityAssurance Full time ₹ 8,00,000 - ₹ 10,50,000

We are seeking an experienced Quality Assurance Lead to join our team.

This role involves leading daily operations, monitoring customer issue trends and volume spikes, and conducting effective coaching and feedback sessions. The ideal candidate will possess strong analytical and strategic thinking skills, with the ability to collaborate effectively with internal teams and directors.

Key Responsibilities:

  • Maintain expert level knowledge of products and services
  • Monitor customer issue trends and case inventory
  • Lead daily team huddle and communicate operational updates
  • Conduct effective coaching and feedback sessions; manage follow-up actions
  • Ensure timely completion of compliance training and phishing exercises for self and team
  • Review and analyze B2B Service Cloud and DOMO reports; share performance metrics weekly
  • Serve as an escalation point for customer cases; manage resolution and documentation
  • Oversee staff scheduling and maintain low attrition rates
  • Validate agenda access and ensure compliance with security protocols
  • Always display professionalism
  • Respond promptly to production issues and operational challenges
  • Promote positive behaviors and recognize team achievements
  • Provide reporting and analysis results to directors for quality evaluations completed including trend results
  • Learn program/ services topics to provide proper support, this includes refresher training and new product/enhancement trainings
  • Lead and participate in feedback sessions in Verient application
  • Maintain and expand on all product and service knowledge
  • Complete all mandatory training courses in a timely manner
  • Protect Mastercard B2B customer and internal proprietary information
  • React in demanding situations or short timeline deliverables
  • Amply positive behaviors
  • Collaborate with multiple internal support teams to address customer requests

Requirements:

  • Proficiency in Microsoft Office and related applications
  • Strong attention to detail and organizational skills
  • Professional demeanor and respect for colleagues and customers
  • Ability to collaborate effectively with internal teams and directors
  • Capable of multitasking and leading in a dynamic, team-oriented environment
  • Demonstrates success in high-pressure, fast – paced settings, and frequent changes deemed by the business and product owners
  • Analytical and strategic thinking and problem-solving skills for process improvements
  • Effective communication and feedback delivery
  • Commitment to fostering a safe, inclusive, and diverse workplace
  • Educational Qualification: Graduate

Benefits:

  • Career advancement opportunities
  • Competitive compensation package
  • Opportunities for professional growth and development

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