EBG Group - Head - Quality Assurance & Process Audit

Description:

Key Responsibilities:

Quality Framework Design:

- Define and implement quality benchmarks across all business verticals.

- Develop structured audit scorecards and evaluation parameters.

- Design and maintain a comprehensive compliance matrix.

- Standardize and monitor SOP adherence frameworks across teams.

Call & Interaction Audits:

- Conduct regular sales call audits.

- Perform presales quality checks to ensure compliance and effectiveness.

- Audit customer support interactions for service excellence.

- Define and maintain calibration standards to ensure audit consistency.

Process Compliance:

- Ensure strict CRM usage compliance across teams.

- Audit SLA adherence and performance standards.

- Monitor lead handling processes and ticket resolution timelines.

- Identify process gaps and leakages, recommending corrective actions.

Training & Continuous Improvement:

- Conduct structured feedback sessions with teams and managers.

- Collaborate with L&D to design improvement and capability-building programs.

- Lead monthly quality review meetings with stakeholders.

Risk & Escalation Management:

- Identify instances of fraud or mis-selling and take corrective action.

- Implement strategies to reduce refund and escalation rates.

- Drive improvements in Customer Satisfaction Score (CSAT).

Required Qualifications & Experience:

- 8 to 12+ years of experience in Quality Assurance / Process Excellence roles.

- Experience in call center, edtech, or service industry preferred.

- Strong exposure to audits, compliance frameworks, and quality monitoring.

- Knowledge of Six Sigma methodologies preferred.

- Strong analytical, reporting, and stakeholder management skills.