Quality Assurance Manager
3 days ago
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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