Quality Assurance Manager

About the Company

befree is a globally trusted provider of accounting and finance offshoring solutions. We blend industry expertise with technology and automation to deliver customised, scalable support for businesses worldwide. Headquartered in Gandhinagar, with clients across Australia, the UK, the US, we help practices and businesses enhance efficiency, productivity, and continuity through skilled and certified professionals delivering world-class services. Our delivery centres across 10 cities in India serve as the backbone of our global service delivery network.

About the Role

The Quality Assurance Manager will lead the quality check team across all divisions, ensuring consistent adherence to organizational standards. This role involves conducting cross-functional audits to identify process improvements, driving initiatives to enhance service quality, and managing the organization’s Net Promoter Score (NPS) program. The ideal candidate will play a pivotal role in aligning quality goals with business objectives to achieve operational excellence.

Responsibilities

• Quality Management
• Lead, mentor, and manage quality check teams across all divisions.
• Develop and implement quality assurance frameworks and processes tailored to divisional needs.
• Ensure consistent application of quality standards across the organization.

• Cross-Functional Audits
• Design and execute cross-functional audits to evaluate process adherence and performance.
• Identify gaps, inefficiencies, or risks and recommend actionable improvements.
• Collaborate with department heads to resolve audit findings and implement corrective measures.

• Net Promoter Score (NPS) Management
• Oversee the organization’s NPS program, ensuring effective collection and analysis of customer feedback.
• Work with cross-functional teams to address insights and enhance customer satisfaction.
• Present NPS trends, key drivers, and actionable insights to leadership.
• Company secretarial compliance filing and reporting requirements.
• Managing incoming emails and inquiries from the practice's end customers.

• Continuous Improvement
• Collaborate with divisional leaders to implement process improvements and quality initiatives.
• Monitor emerging trends and best practices in quality management and incorporate them into the organization.
• Ensure compliance with regulatory and industry standards as applicable.

• Reporting and Communication
• Provide regular updates on quality metrics, audit findings, and NPS results to the leadership team.
• Foster a culture of quality, accountability, and customer-centricity across the organization.

Qualifications

• Bachelor’s degree in Business Administration, Quality Management, Operations, or a related field.
• Certifications in Quality Management Systems (e.g., Six Sigma, ISO 9001, or similar) are a plus.
• Minimum of 5 years in quality assurance, audit management, or a similar role.
• Proven track record of leading teams and managing cross-functional audits.
• Hands-on experience with NPS programs and customer feedback systems.

Required Skills

• Strong leadership and team management abilities.
• Excellent analytical and problem-solving skills.
• Proficiency in data analysis tools and quality management software.
• Effective communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.

Preferred Skills

• Experience in implementing quality management systems.
• Familiarity with industry-specific regulations and standards.

Pay range and compensation package

Competitive salary based on experience and qualifications.

Equal Opportunity Statement

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.