About the Role
We are seeking a proactive and detail-oriented Quality & Service Manager to lead our service excellence initiatives. The ideal candidate will be responsible for maintaining high-quality service standards, improving operational processes, managing customer escalations, and driving continuous improvement across the organization.
Key Responsibilities
Monitor and enhance service quality across operations.
Conduct quality audits and ensure adherence to SOPs and SLAs.
Analyze customer feedback and escalations, and implement corrective and preventive actions.
Prepare RCA, quality reports, MIS, and performance dashboards.
Develop and update operational SOPs and quality standards.
Collaborate with cross-functional teams to improve customer experience.
Conduct training and coaching sessions to improve service quality.
Monitor vendor/service partner performance and recommend improvements.
Drive continuous process improvement initiatives and operational excellence.
Requirements
Bachelor’s degree in Business Administration, Operations, Hospitality, or a related field.
5 years of experience in Quality, Service Excellence, Operations, or Customer Experience.
Strong analytical, communication, and problem-solving skills.
Experience in RCA, CAPA, SLA management, quality audits, and process improvement.
Proficiency in Microsoft Excel and reporting tools (Power BI is an advantage).
Experience in the mobility, travel, transportation, or hospitality industry will be preferred.
What We Offer
Opportunity to lead quality and service excellence initiatives.
Collaborative and growth-oriented work environment.
Career development opportunities.
If you’re passionate about delivering exceptional customer experiences and driving operational excellence, we’d love to hear from you.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Education:
Experience:
- Quality, Service , Operations or Customer service: 1 year (Required)
Language:
- English, Hindi (Required)
Location:
- Mohali, Punjab (Required)
Shift availability:
Work Location: In person
