Assistant Manager Quality
About Us
TransMon helps businesses simplify and improve customer operations to deliver measurable and meaningful customer experiences. Our SaaS platform is used across India, UAE, South Africa, the US, and other markets, with 100,000+ users managing quality, workflows, and CX in real time.
About the Role
You will lead a team of Quality Analysts and Team Leads, own the quality metrics, and work directly with client stakeholders. As customer conversations move from human agents to voice bots and AI, you will also help shape how we audit them.
Key Responsibilities
- Quality Governance: Own the quality framework, audit forms, calibration and scoring methodology for the QMC process, keeping it consistent and aligned with client expectations.
- Metrics Ownership: Drive and deliver key quality metrics (Quality Score, Fatal %, CSAT/DSAT, Accuracy, Compliance) against agreed targets.
- Voice Bot & AI Audits: Build and run audit frameworks for voice bot and AI-led conversations, covering intent accuracy, response quality, compliance, escalation handling and tone, and feed findings back to improve the bot.
- Analytics & Insights: Analyze audit and customer data to find trends, root causes and improvement opportunities, and turn them into clear, actionable insights.
- Process Improvement: Lead LSS-based projects (RCA, CAPA, DMAIC) to reduce defects, repeat errors and customer pain points.
- Team Management: Lead, coach and develop Quality Analysts and Team Leads: allocate work, review performance and build a strong talent pipeline.
- Calibrations: Run regular internal and client calibration sessions to keep scoring aligned and reduce variance.
- Operations Partnership: Work closely with QAs, Training and WFM to close performance gaps through feedback, refreshers and targeted coaching.
- Stakeholder & Client Management: Prepare and present weekly and monthly quality reviews, dashboards and action plans to internal leadership and the client team.
- Reporting & Escalations: Ensure accurate, timely MIS and reporting; flag risks, escalations and compliance issues early, with corrective action plans.
- Culture & Compliance: Promote a customer-first, zero-CE and continuous-improvement culture, and make sure client and company policies are followed.
Required Skills & Qualifications
- Graduate in any discipline (degree mandatory).
- 4 to 6 years of experience in customer experience; prior experience as Assistant Manager (1+ year) or Quality Team Leader (3+ years) preferred.
- LSS Green Belt certified.
- Strong people management and cross-functional leadership experience.
- Self-starter who can work with minimum supervision.
- Analytical, data-driven and result-oriented, with strong problem-solving and reasoning skills.
- Good understanding of quality methodology and metrics.
- Proficient in MS Office tools.
- Good command over English and Hindi, with excellent verbal and written communication.
- Strong interpersonal skills and a customer service mindset.
- Comfortable working from office in Noida.
