Quality Assurance Manager

job Title - Quality Assurance Manager

Job Location - Chhatarpur, Delhi

Work Days - 6 Days

About the Role:

Quality Assurance Manager

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

  .