Designation: Manager
Role: Training And Quality
Department: Customer Experience
Location: Noida, Uttar Pradesh

About Tata 1mg
Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities– And we’re just getting started. Leading the chart as one of the top consumer health platforms through e Pharmacy, e Diagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M e pharmacy orders, 2M e Diagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently.
Know more about us: https://www.1mg.com/aboutUs

Brief about the Team
The Customer Support team at Tata 1mg plays a critical role in ensuring a seamless and satisfactory experience for our customers.



This team handles both inbound and outbound customer interactions across various channels including voice, email, and chat. As a part of the escalation team, you will focus on resolving complex queries and issues, providing timely solutions to enhance customer satisfaction, and ensuring the smooth operation of all customer service processes.

What will you do
·Own CSAT, NPS and other Customer Experience metrics; identify drivers and improvement opportunities.

·Lead Quality Assurance, including audits, calibration, feedback, coaching and quality governance.

·Drive RCA and CAPA for critical complaints, management escalations and recurring process gaps.

·Ensure RCA goes beyond the immediate error to identify root cause, corrective action and measurable structural fix.

·Drive structural/process improvements based on quality trends, customer feedback and operational insights.

·Design and deliver recent-hire, refresher, process-

📌 Training and Quality Manager- Customer Service || Noida
🏢 Tata 1mg
📍 Noida