Service Quality Manager

The Service Quality Manager at Vamakshi Consultancy will be responsible for ensuring that all client interactions, processes, and service deliveries meet the consultancy’s quality standards. The role involves monitoring service performance, resolving client concerns, improving operational processes, and maintaining high levels of customer satisfaction across all departments.

• Key Responsibilities:Quality Assurance & MonitoringDevelop, implement, and maintain service quality policies specific to Vamakshi Consultancy’s operations.
• Monitor service delivery across teams (Sales, Back Office, Operations, Client Servicing).
• Conduct regular audits, call reviews, and documentation checks to ensure compliance.
• Identify service gaps and coordinate corrective measures.
• Client Experience ManagementTrack and analyze client feedback, complaints, and satisfaction levels.
• Ensure timely and effective resolution of escalated client issues.
• Work closely with account managers to enhance overall client experience.
• Build long-term trust by ensuring consistently high-quality service.
• Process Development & ImprovementEvaluate existing consultancy workflows and recommend process improvements.
• Design new SOPs to increase efficiency and reduce service errors.
• Standardize documentation, reporting formats, and communication processes.
• Team Coaching & TrainingConduct quality training sessions for staff to improve communication, service etiquette, and process adherence.
• Develop training materials tailored to Vamakshi Consultancy’s service standards.
• Provide performance feedback to team leaders and support their improvement plans.
• Reporting & AnalyticsPrepare weekly/monthly quality reports and dashboards for management review.
• Track KPIs such as turnaround time (TAT), accuracy, client satisfaction scores, and service audit ratings.
• Highlight risk areas and suggest preventive strategies.
• Coordination & ComplianceEnsure overall compliance with company policies and client servicing guidelines.
• Coordinate with managers and department heads to ensure smooth workflow.
• Assist in internal/external audits related to service quality.
• Required Skills & Qualifications:Bachelor’s degree in Business Administration, Operations, or related field.
• 3–7 years of experience in service quality, client servicing, or process management (consultancy experience preferred).
• Strong analytical, communication, and problem-solving skills.
• Proficiency in MS Office (Excel, Word, PowerPoint) and CRM tools.
• Experience in team training or quality audits is an added advantage.
• Key Attributes:Customer-first mindset with strong service orientation.
• Excellent attention to detail and accuracy.
• Ability to multi-task and work in a fast-paced consultancy environment.
• Strong leadership skills and the ability to influence cross-functional teams.
• High professionalism, integrity, and accountability.