Quality Assurance Manager

4 days ago

Delhi, Delhi, India Dentalkart Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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