Quality Assurance Manager

Birla Carbon; Thane; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Birla Carbon is looking for a Quality Assurance Manager to drive business excellence by ensuring process efficiency and adherence to standards. You will oversee the quality of customer interactions and internal processes.

The ideal candidate will manage a team and collaborate with stakeholders to enhance client processes while fostering a culture of continuous improvement. Experience in quality assurance and process management is essential.

Qualifications

• Experience in quality assurance and process management.
• Ability to drive continuous improvement initiatives.
• Strong analytical and problem-solving skills.

Responsibilities

• Ensure quality of customer interactions and internal processes.
• Collaborate with stakeholders to improve client processes.
• Provide training and mentorship for the QA & Re-engineering team.

Skills

Process excellence

Team management

Quality assurance

Job description

Quality Assurance Manager

Designation: Quality Assurance Manager

Job Description

Job Purpose

The purpose of this job is to drive business excellence and encourage a culture of continuous improvement. The role will ensure process efficiency and effectiveness across all teams while adhering to organizational and regulatory standards. The role will be responsible to plan and implement a process-based approach to achieve process excellence, and drive and manage quality initiatives.

Job Context / Job Challenges

The Financial Services Industry in India is vibrant, with a robust banking and insurance sector. It is expected to become the fourth largest private wealth market globally by 2028. Our aim is to reach a wide customer base with trusted offerings and develop solutions to capture a larger share of the opportunity by creating inexpensive, standardised solutions for individuals nationwide.

Key Result Areas

• KRA1: To ensure quality of all customer interactions and internal processes.
  • Ensure standards of communication through telephone, SMS, e‑mail, regular mail, fax, and internet are met.
  • Assure regular and consistent calibrations across locations.
  • Play a visible role in improving standards and collaborate with the Call Center management to assure standardisation, communication, calibration, and consistency.
  • Spearhead analysis, design, and development initiatives related to product training, refresher, and staff development training needs and recommend appropriate learning and job‑support solutions.
• KRA2: To ensure process excellence.
  • Collaborate with internal stakeholders to improve client processes and drive client value through operational and process excellence.
  • Support continuous improvement efforts by implementing a method to capture and introduce employee ideas and process improvements.
  • Maintain process performance measurements, determine baselines, and statistically analyse metrics to identify areas for improvement.
  • Foster a culture of early problem identification, timely resolution, and broad‑based employee engagement.
• KRA3: Team Management.
  • Provide continuous on‑the‑job training, skill enhancement, and mentorship for the QA & Re‑engineering team.
  • Offer classroom training and ensure periodic job rotation for broader exposure.
  • Supervise and coach the team.

Key Challenges for the role – To ensure that the quality parameters are met as per the regulatory guidelines and internal compliance and quality parameters for both in‑house and outsourced call centres.