Assistant Manager-Quality-(Customer experience)

Who we are :

Money. A subject that's always on our mind. We go through a rollercoaster of emotions when it comes to money. That's why at Jupiter, our mission is to enable people to improve their relationship with money.

We are a financial services platform that leverages technology to offer our customers seamless and user-friendly products related to banking, loans, and investments. So whether it's a savings account, credit cards, investment and payments, it's all on Jupiter. We also help users cut through the banking jargons, offer smart insights based on spending and provide users with a range of new age features to enable and make sense of their finances.

Our journey so far:

Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay's founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That's how our journey began in 2019, with a simple, powerful idea : to create a modern, customer-centric experience that empowers individuals when it comes to their money.

From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.7 million + happy users on Jupiter.

Our Insights feature today tells how much and where you've been spending automatically, even on your other savings accounts Our Edge CSB Bank RuPay credit card is getting a lot of love for it's head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10/- has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.

We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We're now looking for like-minded folks to join the crew.

Who we're looking for:

Jupiter is looking for a data-driven and results-oriented Assistant Manager to lead our Quality Assurance team. In this pivotal role, you will be the guardian of our customer experience, responsible for ensuring the highest standards of quality across all customer interactions (voice, chat, and email). You will leverage a deep understanding of our processes to identify improvement opportunities, drive operational excellence, and directly contribute to customer satisfaction and business success.

Roles and Responsibilities:

• Quality Monitoring & Audits
• Lead the end-to-end quality monitoring process, including planning, executing, and reporting on audits for customer interactions across all channels.
• Ensure audit coverage and sampling methodologies adhere to industry best practices, specifically COPC standards, to accurately reflect process performance.
• Utilize statistical methods to understand and manage process variation, ensuring that quality metrics are both accurate and stable.
• Process Improvement
• Drive a culture of continuous improvement by leading structured process analysis using tools such as Ishikawa (Fishbone) diagrams for root cause analysis and Failure Mode and Effects Analysis (FMEA) to proactively identify potential gaps.
• Lead improvement initiatives by applying Six Sigma methodologies (e.g., DMAIC) to address critical failures (e.g., Fatal, DSAT, FCR) and optimize processes.
• Implement corrective actions and ensure their effectiveness is sustained over time by using Control Charts.
• Performance Reporting
• Develop and publish regular quality performance dashboards, providing stakeholders with clear trend analysis and key metrics.
• Track the effectiveness of improvement actions and measure their impact on quality and business outcomes.
• Present quality findings, risks, and strategic opportunities to senior leadership, leveraging data from your analyses.
• Stakeholder Collaboration
• Partner with cross-functional teams (Operations,PE, Training, and Product) to champion customer experience improvements.
• Serve as the subject matter expert on quality standards, ensuring all processes and guidelines are followed.
• People Management
• Lead, mentor, and manage a team of Quality Analysts, fostering a culture of high performance and continuous learning.
• Actively coach and drive the team to adopt and master these advanced quality tools and methodologies in their daily work, ensuring a consistent and data-driven approach to quality management.

What is needed for this role:

• 4-6 years of experience in a Quality Assurance role within a BPO or customer service environment, with at least 2 years in a team lead or supervisory capacity.
• Strong understanding of contact center operations and processes (voice, email, chat).
• Proven experience with advanced quality tools and methodologies, including COPC sampling, Ishikawa diagrams, FMEA, and Control Charts.
• Highly data-driven with strong proficiency in MS Excel or Google Sheets, Google app scripts. Experience with statistical tools and business intelligence is a plus.
• Comfortable working with DQR/WQR/MQR
• Six Sigma Green Belt certification is preferred; proven experience leading process improvement projects is a strong plus.
• Excellent verbal and written communication skills with the ability to present complex data and influence stakeholders at all levels.
• Demonstrated ability to lead and mentor a team, with strong influencing skills and the ability to drive change without direct authority.

Key Skills:

• Experience mentoring juniors or managing agency/vendor partners.
• Exposure to credit or payment products and their risk/compliance nuances.
• Familiarity with predictive models (churn or upsell propensity) and large-scale marketing automation.

Brownie Points for:

• Experience mentoring juniors or managing agency/vendor partners.
• Exposure to credit or payment products and their risk/compliance nuances.
• Familiarity with predictive models (churn or upsell propensity) and large-scale marketing automation.

Want to know more about us? Hop onto the links below:

• About us
• Our values
• Our Journey