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.

⁠ ⁠3 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

⁠ ⁠Prospect 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:

- Leave encashment

Education:

- Bachelor's (Preferred)

Experience:

- Quality, Service , Operations or Customer service: 1 year (Required)

Language:

- English, Hindi (Required)

Location:

- Mohali, Punjab (Required)

Shift availability:

- Day Shift (Required)

Work Location: In person

📌 Quality Service Manager (India)
🏢 Travel Karmaa
📍 India