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 new-hire, refresher, process-change and product/process launch training.

·Own Training Needs Analysis (TNA) based on QA findings, CX trends, SOP gaps and business requirements.

·Ensure training certification and production readiness before associates go live.

·Establish regular quality calibrations with Operations and cross-functional stakeholders.

·Manage Pharmacovigilance / Adverse Event (AE) reporting audits and adherence to defined timelines.

·Ensure healthcare, pharmacy, diagnostics and lab process compliance and SOP adherence.

·Lead internal, client and pharma audit preparedness, RCA/CAPA responses and closure tracking.

·Monitor complaint trends, management escalations and social media escalations to identify systemic gaps.

·Partner with Operations to improve FRT, Resolution TAT, AHT, Repeat Contact and First Contact Resolution while maintaining quality.

·Develop Quality and Training dashboards/MIS with actionable leadership insights.

·Drive Voice of Customer (VOC) analysis and convert feedback into process improvements.

·Partner with Product/Tech on automation and system interventions that reduce errors and improve CX.

·Own SOP governance, including periodic review, updates and communication of process changes.

·Manage and mentor the Training & Quality team and drive capability development.

·Lead training and quality readiness for new processes, products and launches before go-live.

·Establish early-warning mechanisms for emerging quality/compliance risks and ensure timely escalation.

·Work closely with Operations, P&P, Medical, Pharmacovigilance, Product, Tech and Compliance teams.

Quality & Continuous Improvement

·Own the complete Quality → RCA → CAPA → Structural Fix cycle.

·Differentiate between agent-level errors, process gaps, system limitations and governance gaps.

·Use data and trend analysis to identify recurring issues and prioritize high-impact interventions.

·Define measurable success criteria for corrective actions and track effectiveness after implementation.

·Build preventive controls to reduce recurrence rather than relying only on training or manual monitoring.

What we are looking for:

• · 5+ years of experience in Customer Service Quality & Training, preferably in Healthcare, Pharma, E-pharmacy, Diagnostics or HealthTech.

  · Strong experience in CSAT, NPS, Quality, RCA/CAPA and customer complaint management.

  · Experience in Pharmacovigilance / Adverse Event reporting and pharma/healthcare audits.

  · Strong understanding of healthcare, pharmacy and customer service compliance requirements.

  · Experience managing internal, client and/or regulatory audits.

  · Strong analytical, stakeholder management, communication and presentation skills.

  · Experience managing or mentoring Training and Quality teams.

  · Strong problem-solving and continuous-improvement mindset.

  · Ability to work with senior leadership and cross-functional teams and drive closure of critical issues.

  Preferred Competencies

  · Healthcare / Pharma / E-pharmacy domain knowledge.

  · Knowledge of CRM, ticketing, QA and learning management systems.

  · Experience working with outsourced customer service partners/vendors.

  · Exposure to automation, AI-assisted customer service and digital quality monitoring.

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an Integral part of the Customer experience team will provide a great opportunity to scale up a business to great heights leveraging the existing capabilities of Tata 1mg.

Disclaimer:

Tata 1mg is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at Tata 1mg are based on business needs, job requirements, competence, and merit, without regard to age, color, disability, ethnicity, gender, gender identity, nationality, religion, sexual orientation, or any other characteristic protected by law