Quality Assurance Manager

Company Description

VQualify is India’s trusted auto-tech platform that empowers digital growth for two, three, and four-wheeler OEMs, dealers, and lending partners. We boost vehicle sales through verified lead generation, instant loan approvals, and automated retail solutions. VQualify simplifies the buying journey while delivering scale, speed, and intelligence to every partner in the automotive ecosystem.

🔍 Role Overview

The Quality Manager will ensure adherence to hiring, onboarding, training, process quality, compliance, and performance excellence across all business models - Lead Generation, Verification, and Loan Conversion. The role demands a data-driven and people-oriented leader capable of developing audit frameworks, coaching programs, and driving improvement across multiple OEM and Bank / NBFC campaigns. 

💼 Key Responsibilities

• Conduct call listening, calibrations, side-by-side audits, and deep-dive quality checks.

• Provide structured feedback, coaching, and certification programs for tele-callers and team leaders. • Design and maintain training content, SOP documents, calling scripts, and FAQs.

• Partner with the Ops team to design mock calls, process refreshers, and skill assessments.

• Publish daily/weekly QA dashboards covering disposition errors, compliance gaps, and customer feedback.

• Conduct root cause analysis (RCA) for recurring issues and initiate corrective measures.

• Evaluate call quality trends and share insights with business stakeholders for continuous improvement.

• Drive soft skill, system, and product training interventions based on quality insights.

• Drive daily, weekly, and monthly lead targets ensuring high productivity and conversion efficiency.

• Ensure data hygiene, disposition accuracy, and adherence to compliance and SOPs.

• Drive contests, R&R, and engagement programs to enhance morale and reduce attrition.

• Manage hiring line-ups, onboarding formalities, LMS access creation, and asset allocation (laptop, ID card).  

🧠 What We’re Looking For

• 5 - 9 years of experience in Hiring / Quality / Training / Process Excellence for a BPO / Fintech / NBFC environment.

• Excellent understanding of lead life cycle, tele-sales KPIs, and call center operations.

• Strong command over Excel, QA tools, and CRM/LMS systems.

• Proficient in report generation, RCA, and performance improvement planning.

• Excellent written and verbal communication skills.