Role Purpose-
Manage end-to-end process & service excellence across project life cycle. Design, implement, and enforce processes, quality standards, and escalation control mechanisms to ensure on-time delivery, zero-defect execution, and Customer Delight.
Key Responsibilities
Process Design & Implementation _Quality Management System (QMS)
Define end-to-end SOPs Define and drive quality benchmarks for entire project life cycle
Conduct audits and ensure compliance with standards Identify process gaps and implement structured workflows
Standardize project execution milestones and accountability Reduce rework, defects, and execution inconsistencies
CAPA & Root Cause Analysis Conduct RCA (Root Cause Analysis) for delays, defects, and complaints Implement Corrective & Preventive Actions (CAPA)
Build case studies and institutionalize learnings
Training & Capability Building
Train teams on defined processes and quality standards
Drive process adoption and behavioural discipline Build a culture of accountability and continuous improvement
Systems & Process Automation Drive usage of CRM / Project tracking systems
Improve workflows through automation and dashboards
Ensure data-driven decision making Customer Escalation Management Own all customer escalations end-to-end
Ensure timely resolution (TAT adherence)
Handle critical customer situations with maturity and control
Owns end-to-end customer experience, ensuring project delivery quality, TAT adherence, escalation control, and process compliance & developments.
Pay: From ₹20,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
