Quality Manager – Customer Service

We are seeking a skilled and detail-oriented Quality Manager to oversee and enhance the quality standards of our customer service operations. The ideal candidate will be responsible for developing, implementing, and maintaining quality assurance processes to ensure exceptional service delivery, customer satisfaction, and adherence to company & compliance policies.

What you will be doing?

• Quality Assurance and Monitoring
• Design and implement quality standards, procedures, and guidelines for the customer service team.
• Monitor and evaluate customer interactions (calls, emails, chats, etc.) for compliance with quality standards.
• Provide actionable feedback and recommendations to team members to improve performance.
• Team Development and Training
• Identify training needs and collaborate with the training team to design and deliver targeted coaching programs.
• conduct periodic workshops to ensure teams are aligned with quality expectations and best practices.
• Performance Analysis
• Analyse quality metrics (e.g., CSAT, MSAT, NPS, FCR, response time, resolution time) to identify trends and improvement areas
• Prepare detailed reports and present findings to management with recommendations for enhancement.
• Weekly/Monthly management meet-ups
• Process Improvement
• Collaborate with the operations and customer experience teams to refine workflows and reduce inefficiencies
• Drive initiatives to enhance customer satisfaction and improve team productivity along with service quality levels
• Compliance & Risk Management
• Ensure all customer interactions comply with company policies, industry standards, and regulatory requirements
• Identify potential risks and implement measures to mitigate them.
• Customer Feedback Management
• Gather and analyse customer feedback to identify recurring issues and work on resolving root causes.
• Liaise with cross-functional teams to address customer pain points effectively.

What we’re looking for?

• Qualifications & Skills
• Bachelor’s degree in Business Administration, Quality Management, or a related field.
• Proven experience of as a Quality Manager or similar role in a customer service environment
• Strong knowledge of quality assurance frameworks and customer service KPIs.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in customer service platforms and quality monitoring tools (e.g., CRM systems, call monitoring software).
• Strong communication and interpersonal skills, with the ability to provide constructive feedback.
• Key Competencies
• Attention to detail
• Leadership and coaching abilities
• Customer centric mindset
• Proficiency in data analysis and reporting
• Adaptability and resilience under pressure
• Preferred
• Certification in Six Sigma, ISO, or other quality management methodologies is a plus.
• Location Gurgaon
• 5 days from office
• Fintech background
• Salesforce knowledge
• 8-10years work experience