Qc Manager

Job Title: Manager- Quality Assurance 

Location: Gandhinagar
Employment Type: Full-time

Job Summary

The Quality Assurance Manager will lead the quality check team across all divisions, ensuring consistent adherence to organizational standards. This role involves conducting cross-functional audits to identify process improvements, driving initiatives to enhance service quality, and managing the organizations Net Promoter Score (NPS) program. The ideal candidate will play a pivotal role in aligning quality goals with business objectives to achieve operational excellence.

Key Responsibilities

1. Quality Management

• Lead, mentor, and manage quality check teams across all divisions.
• Develop and implement quality assurance frameworks and processes tailored to divisional needs.
• Ensure consistent application of quality standards across the organization.

2. Cross-Functional Audits

• Design and execute cross-functional audits to evaluate process adherence and performance.
• Identify gaps, inefficiencies, or risks and recommend actionable improvements.
• Collaborate with department heads to resolve audit findings and implement corrective measures.

3. Net Promoter Score (NPS) Management

• Oversee the organizations NPS program, ensuring effective collection and analysis of customer feedback.
• Work with cross-functional teams to address insights and enhance customer satisfaction.
• Present NPS trends, key drivers, and actionable insights to leadership.

4. Continuous Improvement

• Collaborate with divisional leaders to implement process improvements and quality initiatives.
• Monitor emerging trends and best practices in quality management and incorporate them into the organization.
• Ensure compliance with regulatory and industry standards as applicable.

5. Reporting and Communication

• Provide regular updates on quality metrics, audit findings, and NPS results to the leadership team.
• Foster a culture of quality, accountability, and customer-centricity across the organization.

Qualifications

Education

• Bachelors degree in Business Administration, Quality Management, Operations, or a related field.
• Certifications in Quality Management Systems (e.g., Six Sigma, ISO 9001, or similar) are a plus.

Experience

• Minimum of 5 years in quality assurance, audit management, or a similar role.
• Proven track record of leading teams and managing cross-functional audits.
• Hands-on experience with NPS programs and customer feedback systems.

Skills

• Strong leadership and team management abilities.
• Excellent analytical and problem-solving skills.
• Proficiency in data analysis tools and quality management software.
• Effective communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.

Key Performance Indicators (KPIs)

• Client retention
• Adherence to quality standards across divisions.
• Timely completion of cross-functional audits and resolution of findings.
• Improvement in NPS and overall customer satisfaction scores.
• Reduction in process inefficiencies and errors.