Assistant Quality Assurance Manager

TP; Mohali; On-site; INR 450,000 - 750,000; Full time

Job summary

TP in Mohali is seeking an Assistant Quality Manager to strengthen our International Quick E-Commerce Chat process. You will drive quality standards, monitor CSAT, and ensure process adherence across shifts.

You will coach quality analysts, conduct audits, present insights to stakeholders, and collaborate with Operations and Training to deliver continuous improvement.

Qualifications

• Relevant experience in International BPO / E-Commerce / Chat Process.
• Strong experience in Quality Assurance / Quality Management.
• Excellent analytical, communication, and stakeholder-management skills.
• Knowledge of quality frameworks, audits, and process compliance.

Responsibilities

• Drive quality standards and ensure consistent process adherence.
• Monitor and improve Quality, CSAT, Compliance & Customer Experience metrics.
• Conduct regular quality audits and identify improvement opportunities.
• Lead calibration sessions and provide actionable feedback.
• Coach and mentor quality analysts to enhance performance.
• Identify process gaps and implement corrective action plans.
• Partner with Operations and Training to drive continuous improvement.
• Prepare and present quality performance reports and insights to stakeholders.

Skills

Quality Assurance

Stakeholder management

Analytical thinking

Coaching & mentoring

Process adherence

Job description

We're Hiring || Assistant Quality Manager

• Process: International Quick E-Commerce | Chat Process
• Working Days: 5 Days
• Week Offs: 2 Days
• Shifts: Rotational

Key Responsibilities:

• Drive quality standards and ensure consistent process adherence
• Monitor and improve Quality, CSAT, Compliance & Customer Experience metrics
• Conduct regular quality audits and identify improvement opportunities
• Lead calibration sessions and provide actionable feedback
• Coach and mentor quality analysts to enhance performance
• Identify process gaps and implement effective corrective action plans
• Partner with Operations and Training teams to drive continuous improvement
• Prepare and present quality performance reports and insights to stakeholders

What We’re Looking For:

• Relevant experience in International BPO / E-Commerce / Chat Process
• Strong experience in Quality Assurance / Quality Management
• Excellent analytical, communication, and stakeholder-management skills
• Strong understanding of quality frameworks, audits, and process compliance
• Proven ability to coach teams and drive performance improvement
• Comfortable working in rotational shifts