Position: Quality Manager –Emergency Roadside Service (ERS)

Location:
Bengaluru Department: Customer Success – ERS Proposed Reporting Line: Senior Manager – Customer Success/Director Operations Role Purpose Lead quality operations for Bridgestone’s Emergency Roadside Service, ensuring consistent, accurate, and empathetic customer support. Manage the Quality Analyst team and transform call evaluations and customer feedback into actionable insights across people, process, policy, and technology. The role goes beyond quality scoring to identify the causes of customer dissatisfaction, strengthen service delivery, and support reduced vehicle downtime through measurable improvements.

Key Responsibilities
• Quality Strategy and Governance
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• Own the ERS quality framework, evaluation scorecards, audit methodology, and reporting cadence across supported fleets.
• Develop evaluations aligned with the customer journey: opening, verification, understanding the issue, acknowledgment, appropriate action, ETA communication, documentation, follow-up, resolution, and closing.
• Establish transparent scoring guidelines and critical-error definitions, considering customer impact, compliance, and operational risk.
• Ensure representative audit coverage across fleets, shifts, channels, agent tenure, and interaction types, supplemented by targeted reviews of high-risk cases.
• Lead calibration sessions with Operations, Training, and relevant business partners to ensure consistent evaluation standards.
• Quality Team Leadership
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• Manage, coach, and develop Quality Analysts, setting clear expectations for audit accuracy, productivity, analytical depth, and stakeholder engagement.
• Review evaluation quality through regular audit-of-audit checks and resolve scoring disputes fairly.
• Build team capability in root-cause analysis, effective feedback, customer journey assessment, and business insight generation.
• Maintain audit plans, workload allocation, and timely completion of evaluations and feedback.




• Business Insights and Root-Cause Analysis
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• Establish a structured call-driver and defect taxonomy to identify recurring issues and their impact on customer experience and operational performance.
• Translate evaluation findings into insights across:
• People: Knowledge, communication, empathy, ownership, judgment, and coaching needs.
• Process: Dispatch, dealer coordination, ETA updates, handoffs, documentation, follow-up, and escalation gaps.
• Policy: Unclear guidelines, exceptions, or restrictions affecting resolution and customer effort.
• Technology: Tool usability, system errors, duplicate work, data gaps, and automation opportunities.
• Analyze detractor and passive feedback, repeat contacts, complaints, and delayed service events to identify underlying causes.
• Distinguish agent-controllable issues from dealer, process, policy, and system constraints.
• Present prioritized recommendations supported by evidence, frequency, customer impact, accountable owners, and expected outcomes.
• Coaching and Continuous Improvement
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• Partner with Team Leads and Training to convert quality findings into targeted coaching, refresher training, and knowledge updates.
• Track corrective actions through closure and validate effectiveness through subsequent evaluations.
• Identify successful behaviors from strong customer interactions and replicate them across teams.
• Lead improvement initiatives that reduce recurring defects, avoidable repeat contacts, and customer effort.
• Provide evidence-based feedback to technology teams on tool improvements and opportunities for AI-assisted evaluation and automation,



with appropriate human validation.
• Reporting and Stakeholder Management
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• Publish weekly and monthly dashboards showing quality trends, major call drivers, customer pain points, and improvement progress.
• Connect quality findings with NPS, repeat contacts, complaints, and relevant service and downtime measures.
• Present concise business insights and recommendations to ERS leadership and stakeholders.
• Maintain reliable evaluation records and protect customer and employee information. Qualifications And Experience
•
• Bachelor’s degree or equivalent relevant professional experience.
• Typically 7+ years of experience in contact centre operations or quality assurance, including 2+ years managing a quality team.
• Experience designing scorecards, conducting calibrations, leading root-cause analysis, and implementing measurable improvements.
• Strong analytical skills using Excel and reporting tools such as Power BI.
• Experience with contact centre platforms, CRM/case management tools, and interaction analytics.
• Exposure to roadside assistance, logistics, fleet services, automotive support, or other time-critical service environments is preferred.
• Lean Six Sigma certification and experience with speech analytics or AI-enabled quality tools are advantageous. Core Competencies Customer focus
• People leadership
• Analytical thinking
• Sound judgment
• Constructive coaching
• Stakeholder influence
• Clear communication
• Continuous improvement Success Measures
•
• Consistency and accuracy of quality evaluations and calibrations.
• Timely, representative audit coverage and actionable reporting.
• Reduction in recurring and critical quality defects.
• Demonstrated improvement following coaching and corrective actions.
• Adoption and verified impact of business improvement recommendations.
• Contribution to improved customer experience and reduced avoidable service delays.

📌 Quality Manager – Emergency Roadside Service (Bengaluru)
🏢 Bridgestone Americas
📍 Bengaluru