Service Quality Assurance Professional

Blue Star; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Blue Star in Kolkata seeks a Quality & Process Improvement professional to lead QMS/EMS implementation across branches and regional centers. You will drive audits, process simplification, and training while guiding continual improvement initiatives and knowledge portal engagement.

The role emphasizes Six Sigma methods, data-driven RCA, and collaboration with service teams to enhance customer satisfaction and service quality across PM, breakdown, and revamp activities.

Qualifications

• Experience implementing QMS/EMS at branch and regional levels.
• Strong track record in process simplification and automation.
• Hands-on experience with audits of service processes and quality systems.

Responsibilities

• Implement QMS/EMS at branch and regional levels.
• Drive process simplification, automation, UATs, and training.
• Conduct periodic audits of service processes (QMS/EMS) and related tasks.
• Perform field quality audits across PM and Breakdown services.
• Measure performance, monitor RCA, and drive quality improvements.
• Lead continual improvement projects (Six Sigma/QC).
• Draft SOPs, site SOPs, and checklists.
• Monitor knowledge management portal usage and dealer evaluations.
• Support product field quality improvements and customer escalations.

Skills

Quality management

Six Sigma

Process improvement

Data analysis

Job description

• Implementation of QMS/EMS management system at branch / regional level
• Process simplification/automation, UATs, Training and Feedback
• Conducting periodic system(Service Processes) audits covering QMS/EMS and other related assignments
• Field Quality audits on PM Service, Breakdown Service, Revamp service quality, Warehouse Service providers facility..
• Measuring, Monitoring, RCA Improving Service Quality objectives
• Data analysis improvements
• Continual Improvement Projects (Six Sigma/QC Story)
• Bench marking best practices and proposing ideas
• Driving Total Quality Management (Six Sigma/QC Story, Kaizen, 5s etc) at branch / regional level
• NCR/CAR issuance for improvement and closure monitoring
• Gold standard implementation supports
• Monitor use of Knowledge management portal
• Monitor Dealer/Associates evaluation process adherence
• Drafting Process SOPs, Site SOPs, Checklists
• Monitoring Customer touch points, Outsourced Processes drive improvement programs
• Product field quality improvement supports
• Customer escalation reduction supports
• Cost recovery process compliance and monitoring
• Incorrect call closures monitoring actions
• Risk mitigation/Business continuity management supports/drive