Quality Manager

Job Description

Job Summary

This role requires exceptional leadership skills, a deep understanding of customer sentiment, and the ability to collaborate with cross-functional teams to ensure excellence across all customer touchpoints.

1. Team Leadership & Management:

• Lead, mentor, and inspire a team of 910 quality analysts to achieve organizational objectives and consistently deliver exceptional results.
• Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to support professional growth and skill enhancement.
• Demonstrated ability to unlock the full potential of team members, fostering a culture of excellence and continuous improvement.

1. Quality Assurance Processes:

• Manage the sampling of voice and non-voice customer interactions for a multi-brand business operation, ensuring precise allocation to quality auditors by defining what to audit, who will audit, and at what frequency.
• Monitor and evaluate customer interactions to uncover opportunities for enhancing quality standards, refining products, or improving processes.
• Develop and execute a comprehensive quality roadmap tailored to both existing and new brands, ensuring optimal performance and alignment with business objectives.

1. Customer Sentiment & Insight Generation:

• Develop and implement a robust insight generation framework tailored to products at various stages of their lifecycledifferentiating between new and existing brands
• Leverage AI-driven quality management tools to analyze customer sentiment and generate actionable insights.
• Spearheaded initiatives to enhance customer experience based on sentiment analysis and VOC data.

1. Collaboration with Stakeholders:

• Engage directly with customer support agentsthe frontline representatives who interact with customers dailyto gain valuable insights and ensure a customer-centric approach to problem-solving.
• Partner closely with customer support, training, business, and product teams to identify and resolve customer pain points, ensuring the delivery of effective solutions rather than merely escalating issues.
• Collaborate with senior leadership to design and propose strategies that tackle recurring challenges, driving enhancements in product offerings and process efficiency.

1. Quality Management Tools:

• Implement and manage quality management systems to streamline workflows, reporting, and analysis.
• Stay updated on the latest advancements in quality management and ensure tools & resources are used effectively.

6 . Process Improvements:

• Translate VOC feedback into actionable strategies to optimize processes and improve product offerings.
• Design and implement metrics to measure the effectiveness of quality assurance programs.

1. Analytical Mindset:

• Strong analytical mindset with the ability to interpret complex data and derive actionable insights.
• Proficiency in Microsoft Excel, including advanced functions (e.g., pivot tables, VLOOKUP, data visualization tools) for data analysis and reporting.

• Education: Bachelors degree
• Technology Skills: Hands-on experience working with Ticketing/CRM Solutions
• FreshDesk/Zendesk/Salesforce, MS Office
• Excel/Word/Powerpoint, Dialer Solutions
• Exotel/Genesys etc.
• Experience: Minimum of 5 years in quality assurance, with at least 2 years in a managerial role.
• AI Prowess: Strong understanding of quality management tools and AI-powered platforms for customer sentiment analysis.
• Team Player: Proven ability to lead and manage a team, fostering collaboration and driving results.
• Self-starter: Exceptional analytical skills, problem-solving acumen, and communication skills.

Preferred Certifications:

• Certified Quality Auditor (CQA)
• Six Sigma Green/Black Belt
• Certifications in AI-powered quality management tools (if applicable)