Quality Assurance Team Lead

1 day ago

Delhi, Delhi, India beBeeQuality Full time ₹ 9,00,000 - ₹ 11,00,000
Job Title: Quality Assurance Manager

Transforming Customer Experiences through Quality Excellence

As 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, and continuous improvement initiatives.

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.
Requirements and Qualifications:
  • 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.

Join us in shaping a world-class customer experience by fostering a culture of quality excellence.

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