Quality Assurance Lead (Paper)

Pakka Limited; Faizabad; On-site; INR 600,000 - 900,000; Full time

Job summary

PAKKA Limited is seeking a Technical Support Lead to drive customer experience and continuous improvement across technical services. You will oversee support operations, collaborate with Sales, Quality, Production, and R&D, and develop SOPs and a robust knowledge base to reduce repeat issues.

The role emphasizes leadership, measurement of KPIs such as TAT and CSAT, and resolving complex technical problems with a data-driven approach.

Qualifications

• Diploma/Bachelor’s/Master’s in Chemistry/Chemical/Pulp & Paper.
• 0–5 years of experience in Technical Support, Application Engineering, Quality, or Customer Support in manufacturing/industrial environment.
• Prior experience leading a technical support team is preferred.

Responsibilities

• Lead the technical support operations to deliver timely, accurate, high-quality responses.
• Build a culture of responsiveness and customer delight with feedback mechanisms.
• Engage with customers to translate feedback into inputs for R&D and Production.
• Oversee end-to-end resolution of issues with RCA and corrective actions.
• Develop SOPs, troubleshooting manuals, and a knowledge base.
• Coordinate with Sales, Quality, Production, and R&D for seamless support.
• Track KPIs: TAT, closure rate, CSAT; drive preventive actions.
• Strengthen processes via upgrades, automation, and audits.
• Lead, coach, and develop the technical support team.

Skills

Manufacturing processes

Product applications

Industrial troubleshooting

Quality systems

Root cause analysis tools

Technical documentation

SOPs and manuals

Cross-functional collaboration

Data analysis

KPIs

CRM tools

Ticketing systems

Education

Chemistry / Chemical / Pulp & Paper degree

Tools

CRM systems

Ticketing systems

BI dashboards

Job description

Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross-functional teams to deliver superior customer experience and drive continuous improvement in technical services.

Key Responsibilities includes:

A. Customer Support & Experience

Lead the technical support operations to ensure timely, accurate, and high-quality responses to all customer queries.

Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction.

Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments.

B. Product Development Support

Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D and Production teams.

Ensure zero delays in delivering product trials, tests, and improvements as committed.

C. Technical Issue Resolution & Root Cause Analysis

Oversee end-to-end resolution of customer issues — identification, investigation, RCA, corrective action, and closure.

Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team.

D. Cross-Functional Coordination

Partner with Sales, Quality, Production, and R&D to ensure seamless technical support.

Communicate key customer concerns and improvement opportunities to internal stakeholders.

E. Data, Reporting & Insights

Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues.

Use data insights to drive preventive actions and continuous improvement initiatives.

F. Process Excellence & Continuous Improvement

Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.

Work towards reducing recurring issues and improving first-time resolution rates.

G. Team Leadership & Capability Building

Build a strong technical support team through regular coaching, training, and skill development.

Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs.

A. Technical Skills

Strong understanding of manufacturing processes, product applications, and industrial troubleshooting (tailor to your sector).

Experience in quality systems, root cause analysis tools (5 Why, Fishbone, RCA).

Expertise in creating and managing technical documentation, SOPs, and manuals.

Ability to interpret product specifications, test results, and customer requirements.

Team coaching, mentoring, and performance management.

Ability to work cross-functionally with Sales, Production, R&D, and Quality teams.

Strong decision-making, prioritization, and delegation skills.

C. Customer Management Skills

Excellent communication and relationship-building skills.

High responsiveness, empathy, and a customer-first mindset.

Ability to handle escalations and challenging customer situations calmly.

D. Analytical & Problem-Solving Skills

Strong diagnostic ability and structured approach to technical issues.

Proficiency in data analysis, KPI management, and insights-driven improvements.

E. Digital & Process Skills

Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms.

Experience in process optimization and automation is an added advantage.

Requirements

Qualifications & Experience

Diploma/Bachelor’s/Master’s degree in Chemistry/Chemical/Pulp& Paper.

0–5 years of experience in Technical Support, Application Engineering, Quality, or Customer Support in a manufacturing/industrial environment.

Prior experience leading a technical support team is preferred.