Assistant Quality Assurance Manager

Glorious Hr Services; Nagpur District; On-site; INR 6,00,000 - 7,50,000; Full time

Job summary

A prominent HR services provider in Nagpur is seeking an experienced Assistant Quality Manager for their E-commerce Inbound Customer Service process. The ideal candidate will drive quality initiatives, ensure process excellence, and enhance customer satisfaction. A graduate degree and a minimum of 5 years of customer support experience are required, including at least one year in a quality management role. Competitive salary and work from office environment offered.

Qualifications

• 5+ years in Customer Support / Contact Centre Operations.
• 1+ year as Assistant Manager Quality.
• E-commerce or Inbound Customer Service background preferred.

Responsibilities

• Monitor and evaluate process performance.
• Lead a team of quality analysts for improvements.
• Conduct regular audits and CAPA implementation.
• Identify initiatives to improve customer experience.

Skills

Process Improvement

Quality Assurance

Operational Excellence

Analytical skills

Communication skills

Presentation skills

Education

Graduate degree

Tools

7 QC Tools

Six Sigma

Lean

PEX frameworks

Job description

Job Title: Assistant Quality Manager E-commerce Inbound Customer Service

Location: Nagpur (Work from Office)
Shift Timings: Rotational Shifts
Working Days: 5 Days a Week
Education: Graduates Only
CTC: Up to 7.5 LPA

About the Role:

We are hiring an experienced Assistant Quality Manager for our E-commerce Inbound Customer Service process.
The ideal candidate will be responsible for ensuring process excellence, driving quality initiatives, and enhancing customer satisfaction through effective quality management techniques.

Key Responsibilities:

• Monitor and evaluate process performance to maintain quality standards
• Lead a team of quality analysts and drive process improvements
• Conduct regular audits, RCA, and CAPA implementation
• Identify and execute initiatives to improve customer experience and operational efficiency
• Collaborate with Operations and Training teams for calibration and performance enhancement
• Apply methodologies like 7 QC Tools, Six Sigma, Lean, and PEX for process optimization

Required Skills & Competencies:

• Expertise in Process Improvement, Quality Assurance, and Operational Excellence
• Strong understanding of 7 QC Tools, Six Sigma / Lean Methodologies, and PEX frameworks
• Excellent analytical, presentation, and communication skills
• Proven ability to identify quality gaps and implement structured solutions

Eligibility Criteria:

• Minimum 5 years of experience in Customer Support / Contact Centre Operations
• Must have at least 1 year of experience as Assistant Manager Quality (on papers)
• Strong background in E-commerce or Inbound Customer Service processes preferred
• Graduate degree is mandatory

Contact Person: Varsha Contact: 9251688428