Associate Manager - Customer Support - Module Quality

Adani; Mundra; Presencial; INR 3.000.000 - 6.000.000; Jornada completa

Descripción de la vacante

Adani is seeking a senior leader to oversee customer service quality management across operations. The role focuses on documenting procedures, auditing compliance, and implementing CAPA for customer complaints.

You will drive customer feedback programs, train teams on best practices, and manage digital tools to monitor service performance and reporting.

Formación

• Min 12–18 years in customer service management with quality experience.
• Proven skills in managing customer service operations and improving processes.
• Experience addressing quality related issues and CAPA practices.

Responsabilidades

• Develop and maintain quality control documentation and procedures related to customer service.
• Conduct internal audits to ensure compliance with customer service standards.
• Oversee CAPA implementation and monitoring for customer complaints.
• Capture customer voices via satisfaction surveys and analyze feedback.
• Train and develop team on customer service protocols and complaint handling.
• Use digital platforms to capture and track customer feedback and service performance.
• Maintain records and report CAPA status, feedback and team performance.

Conocimientos

Quality management

Customer service management

Educación

B.Tech in Engineering

Descripción del empleo

Trending

Responsibilities

Quality Control Documentation & Procedures:

• Develop and maintain quality control documentation and procedures related to customer service.

Internal Audits:

• Conduct internal audits to ensure compliance with customer service standards and identify areas for improvement.

CAPA Compliance & Monitoring:

• Oversee the implementation and monitoring of Corrective and Preventive Actions (CAPA) to address customer complaints effectively.

Capturing Customer Voices:

• Use customer satisfaction surveys to capture and analyze customer feedback and identify areas for improvement.

Training and Development:

• Train and develop team members on customer service protocols, complaint handling, and best practices.

Use of Digital Platforms and Tools:

• Implement and manage digital platforms and tools for capturing and tracking customer feedback and service performance.

Documentation and Reporting:

• Maintain accurate records and prepare detailed reports on customer service activities, including CAPA status, customer feedback, and team performance.

Key Stakeholders - Internal:

• Customer Service Team
• Quality Assurance Team
• Production Teams

Key Stakeholders - External:

• Customers
• Service Providers
• Regulatory Bodies
• External Consultants

Qualifications

Educational Qualification:

• B.Tech in Engineering.

Work Experience (Range of years):

• Min 12-18 years in customer service management with quality experience. Proven skills in managing customer service operations, addressing quality-related issues, and improving service processes.

Job Info

• Job Identification 40300
• Job Category Engineering
• Posting Date 01/03/2026, 07:45 AM