We are hiring For - Service Quality role

2 - 6 years

1 - 3 Lacs

Mumbai Mumbai Suburban Mumbai (All Areas)

Posted:1 day ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description


We are hiring for Service Quality role for Mumbai location.

Job Profile

Position Title:

Job Summary

The Deputy Manager/ Assistant Manager Quality Assurance will support the Lead Service Quality team in ensuring that the end customer service standards are met. This role involves overseeing the call center QA team, developing and implementing quality control policies, and working closely with other departments to maintain and improve product quality.

Key Responsibilities

Team Management:

  • Supervise and provide guidance to the QA team.
  • Ensure team adherence to quality control procedures and protocols.

Quality Control:

  • Auditing the transactions calls & emails
  • Develop and maintain QA metrics and reports.
  • Implement corrective actions to address any product deficiencies.

Policy and Procedure Development:

  • Assist in the development and implementation of quality control policies and procedures.
  • Ensure compliance with industry regulations and standards.
  • Keep up to date with changes in industry standards and regulations.

Continuous Improvement:

  • Identify areas for improvement in the QA process and suggest enhancements.
  • Process improvement projects to be identified from the Queries, requests & Complaints received
  • Participate in continuous improvement initiatives and projects.
  • Work with cross-functional teams to resolve quality issues.

Documentation and Reporting:

  • Maintain accurate and up-to-date records of QA activities and findings.
  • Prepare and present QA reports to senior management.
  • Ensure all quality documentation is properly filed and maintained.

Customer Focus:

  • Implement customer feedback (CSAT/ NPS) into the quality improvement process.
  • Ensure that customer requirements are understood and met.

Qualifications

Education:

Experience:

  • Minimum of 3-5 years of experience in quality assurance, preferably in a supervisory or managerial role.
  • Experience in the BFSI/ ITES/ BPO is a plus.

Skills:

  • Strong understanding of quality control procedures and regulatory requirements.
  • Excellent analytical and problem-solving skills.
  • Proficient in quality management software and tools.
  • Strong leadership and team management skills.
  • Effective communication and interpersonal skills.

Personal Attributes

  • Detail-oriented with a focus on accuracy and quality.
  • Ability to work under pressure and meet deadlines.
  • Proactive and self-motivated with a strong sense of responsibility.
  • Commitment to continuous improvement and professional development.

Working Conditions

  • Office and production floor environment.
  • May require occasional travel to supplier or customer sites.

Must be able to work flexible hours, including evenings and weekends if necessary.

if the profile interests you, share your resume on dimple.ikya@avanse.com

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Avanse Financial Services logo
Avanse Financial Services

Financial Services

Mumbai Maharashtra

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