Quality Assurance - Deputy Manager - L2 - Mumbai (Intellion Square)

JOB DESCRIPTION POSITION CSD Officer (Training and Quality) DESIGNATION Deputy Manager POSITION GRADE L2 DEPARTMENT CSD SUB DEPARTMENT Customer Care - Quality and Training REPORTING POSITION L5 DOTTED LINE REPORTING TO - NO. OF POSITIONS REPORTING IN 1 MANAGEMENT LEVEL OBJECTIVE OF THE ROLE · Improve organisational performance through enhanced quality standards; deploying strong control measures with focus on continuous improvement KEY RESPONSIBILITIES Weightage · To undertake evaluation and drive improvement as Quality Analyst · Responsible for preparing Weekly and Monthly dashboards · Analyse data for trends/ Understand process gaps/Identify area of distress and develop capabilities to reduce performance variation · Undertake Process Improvement decision to improve Customer experience · Handle and resolve critical quality problems using research abilities · Strong analytical skills, combined with effective communication, organizational skills and planning ability. · Collaborate with vendor teams on a daily basis to maintain and enhance performance · Super check vendor audits and provide necessary inputs for improvement · Managerial qualities – Time management, project leadership and team work. · Independent and self-directed – Can work with minimum supervision · Undertake Calibration and sales coaching for bottom performers · Process audit dip checks to identify and close any operational loopholes · Provide employees with relevant Quality Control Training · Drive & Improve NPS within in-house and vendor teams. · Detractor calling to be undertaken to understand VOC TOTAL 100% INTERACTIONS Internal Relations: Process Leaders across customer service Sales Teams External Relations: Vendor Teams Customers REQUIRED QUALIFICATION AND SKILLS Educational Qualifications: Graduate / Post Graduate from any stream with first class in either 10th, 12th or graduation Work Experience: Prior customer service experience is a must (preferably voice) as Quality Analyst Should have expertise in undertaking analysis/ Excellent Excel knowledge & presentation skills Certifications: NA Other skill set: · Excellent verbal and written communication skills. · Computer knowledge with MS Office. · Ability to prioritize and manage the time and responsibilities effectively Key Competencies: · Interpersonal skills · Communication skills - verbal and written · Listening skills · Problem analysis and problem-solving · Attention to detail and accuracy · Customer service orientation · Adaptability and ability to collaborate with various stakeholders DATE APPROVED BY APPROVED BY (HR) 8 th Apr 2026 Shailesh Shetty