Head of Quality Assurance and Customer Service Excellence

Head of Quality Assurance & Customer Service Excellence

Gurgaon, India

Permanent Role

Role Summary

The Head of Quality Assurance & Customer Service Excellence will lead the organization in developing and maintaining quality standards, achieving key accreditations, and managing audits across global business operations. This role demands a dynamic leader with a proven track record in establishing and maintaining compliance frameworks, driving customer-centric quality initiatives, and leading global accreditation efforts. The position will also require close collaboration with subject matter experts in various domains to ensure superior quality and service delivery.

Key Responsibilities

1. Strategic Leadership

Develop and implement the organizations quality and customer service strategy in alignment with business objectives.

Establish and maintain a unified Quality Management System (QMS) across global operations, ensuring scalability and consistency.

Act as a strategic advisor to senior leadership on quality and compliance matters.

2. Compliance, Accreditation, and Audit Leadership

Lead the organization in achieving and maintaining global quality accreditations and certifications, such as ISO 9001, ISO 27001, SOC 2, COPC, and other relevant standards.

Oversee the preparation, execution, and follow-up of internal and external audits to ensure compliance with international standards.

Partner with subject matter experts to ensure all business units meet and exceed quality benchmarks.

3. Customer Service Excellence

Design and implement customer service frameworks that enhance customer satisfaction and loyalty across all domains.

Establish and monitor customer feedback mechanisms to identify areas of improvement and implement corrective measures.

Leverage data analytics and innovative tools to drive customer service quality improvements and engagement initiatives.

4. Audit and Risk Management

Create and oversee a robust audit mechanism that evaluates quality standards and service delivery across internal processes, external vendors, and partner organizations.

Identify risks, implement corrective actions, and ensure preventive measures are integrated into operational workflows.

Serve as the point of contact for external accreditation bodies and regulatory authorities during audits and inspections.

5. Team Leadership and Collaboration

Lead, mentor, and inspire a high-performing quality assurance and customer service team.

Foster a collaborative environment by working closely with cross-functional teams and business heads to align quality initiatives with organizational priorities.

Streamline team structures to enhance efficiency while maintaining high-quality standards and service excellence.

6. Process Improvement

Drive initiatives focused on operational excellence, customer-centricity, and process optimization.

Implement advanced methodologies such as Six Sigma, Lean, or AI-based tools to improve quality and service outcomes.

Promote a culture of continuous improvement and innovation across all business units.

Required Qualifications

Bachelors degree in Quality Management, Engineering, Business Administration, or a related field; a Master's degree is preferred.

Minimum of 15 years of experience in quality assurance, with a proven track record of leading organizations in achieving global accreditations, certifications, and audit compliance.

Demonstrated expertise in compliance with international standards such as ISO 9001, ISO 27001, COPC, or SOC 2.

Hands-on experience in managing global audits and regulatory inspections.

Strong ability to align quality and customer service objectives with organizational goals.

Preferred Qualifications

Familiarity with healthcare-specific quality certifications (e.g., CAP, NABH, JCI) is advantageous but not mandatory.

Expertise in data-driven quality monitoring and decision-making using AI-based tools.

Experience in managing quality assurance and customer service teams across diverse industries and geographies.

Exposure to working with multinational organizations and global compliance frameworks.