We are hiring For - Service Quality role

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: Bachelors degree is a must.

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.