Group Manager - Transactional Quality - Gurgaon

Role Overview:

The Customer Service Quality Manager is responsible for actively managing, leading, and developing a team of Quality Assurance Specialists.

This role focuses on driving excellence in customer service through robust quality systems, innovative processes, and team development.

The manager ensures superior service delivery by aligning quality initiatives with business objectives.

Key Responsibilities:

• Leadership & Team Development:

o Lead, motivate, and develop a team of Quality Assurance Specialists.

o Conduct timely performance reviews and manage professional development plans.

o Facilitate regular team meetings to share updates and encourage input on operational improvements.

• Quality Strategy & Execution:

o Drive individual and team goals for quality performance and related metrics.

o Strategically manage workloads and workflows, ensuring optimal organizational structures to support all lines of business.

o Oversee completion of quality reviews and provide support to team members as needed.

• Process Improvement & Collaboration:

o Develop in-depth knowledge of client’s quality processes (audits, calibrations, certifications, etc.).

o Proactively suggest and implement process improvements to enhance service quality.

o Collaborate closely with operational teams to identify refresher training needs and ensure timely delivery.

• Stakeholder Communication:

o Maintain proactive communication with stakeholders on daily operational matters related to quality.

o Provide feedback on new launches or process changes that may impact quality standards.

• Additional Responsibilities:

o Handle any other tasks as dictated by business needs to ensure continuous improvement and customer satisfaction.

Qualifications

Bachelor’s degree 5+ years of experience in Quality Assurance or Customer Service, with at least 2–3 years in a leadership role.

Certifications such as Six Sigma (Green Belt/Black Belt), COPC, or ISO Quality Management Systems. Strong analytical and process improvement skills (Lean, Six Sigma methodologies preferred).

Excellent communication and stakeholder management skills.

Proven ability to lead, motivate, and develop teams in a fast-paced environment.

Flexible to work in rotational shift.