Quality Manager

4 days ago

Delhi, Delhi, India Lenskart Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities

Quality Assurance:

  • Develop, implement, and manage quality assurance frameworks to evaluate agent performance and process adherence.
  • Regularly conduct call audits, case reviews, and transaction monitoring to ensure compliance with quality standards.
  • Identify training needs based on audit results and work with the training team to address gaps.

Performance Monitoring:

  • Create and maintain dashboards, reports, and analytics to measure team and individual performance against quality KPIs (e.g., CSAT, FCR, and AHT).
  • Identify and analyze trends or recurring issues and develop corrective action plans.

Process Improvement:

  • Collaborate with operations and training teams to design process improvement initiatives aimed at enhancing customer experience and operational efficiency.
  • Monitor the implementation of process changes and their impact on quality metrics.

Governance and Compliance:

  • Ensure adherence to regulatory and organizational compliance standards.
  • Implement measures to mitigate risks and improve accountability across the team.

Team Leadership:

  • Lead a team of quality analysts and provide mentorship, training, and career development opportunities.
  • Foster a culture of continuous improvement and ownership within the quality team.

Customer Experience Enhancement:

  • Collaborate with stakeholders to analyze customer feedback and implement actionable improvements.
  • Design initiatives to elevate the overall customer experience by addressing root causes of dissatisfaction.

Key Skills and Competencies:

  • Strong knowledge of quality frameworks such as Six Sigma & COPC standards
  • Expertise in contact center metrics and reporting tools.
  • Analytical mindset with a strong ability to derive insights from data.
  • Excellent communication and interpersonal skills to work effectively with diverse teams.
  • Problem-solving skills with a proactive and result-oriented approach.
  • Leadership abilities to manage, motivate, and grow a high-performing team.
  • Vendor management experience (Preferred)

Qualifications:

  • Graduation.
  • Mandatory Six Sigma Green Belt Certified. (Preferred Black Belt)
  • Hands-on experience with CRM tools, quality monitoring software, and reporting platforms.

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