Angara eCommerce - Quality Assurance & Improvement Manager

About Us:

Angara is an E-tailer selling jewelry products directly to customers. With deep roots in gemstone cutting, polishing, and design, we specialize in Sapphires, Rubies, Emeralds, Tanzanites, Diamonds, and other gemstones. Currently, we ship to more than 64 countries worldwide with our primary customer base located in the US region and have jewelry manufacturing facilities in LA, Jaipur, and Bangkok. We also recently launched our website for Australia, Britain, and Canada. To know more about us to visit our website - https://www.angara.com/about-us

What we offer :

We take pride in our unique culture. We are always curious to learn and build higher standards while we invent & simplify. We believe that building a culture that is welcoming and inclusive plays an integral part in enabling us to work best and is essential to what we can achieve as a company. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace. We always aim to ensure employees have a sense of belonging, value, and opportunity.

At Angara :

In our endeavor to be the most customer-centric company in our industry, the CS team is looking for exceptionally talented, bright, innovative, and experience-driven representatives. Someone who is customer-obsessed and passionate about solving & improving customer issues. If you believe you can add value through your skills, competencies, and passion to deliver the best, we'd love to hear from you.

This role will require you to:

- Champion opportunities to consistently improve the Angara experience

- Create standards in accordance with industry and customer expectations

- Monitor and motivate customer experience & sales managers through conversations

- Drive business goals & strategies to pave the way for outstanding customer experience

- Identity & analyze the pulse of the customer through internal & external review channels and proactively initiate improvements

- Coordinates & facilitates calibrations with the teams to improve the customer journey

- Identify & resolve process gaps in collaboration with support teams

- Identify training needs & plan sessions for upskilling

- Create, manage & report product/process assessments to improve knowledge

- Work & collaborate on departmental & organizational projects

- Build & drive a culture of problem solving and innovation

Qualifications :

- 12-15 years of quality control & management experience

- 8-10 years retail & online jewelry brands, luxury/auto brands & international banking/financial HNI experience

- Lean- six sigma /Quality management certification will be preferred

- Jewelry education/certification will be preferred

- Graduation/Maters/PGDM/Business school in any field.

Skills & Competencies:

- Monitoring skills with an eye for detail in quality

- Coach and a natural motivator - Emotional Intelligence

- Data gathering, analysis, and reporting

- Analytical thinking & problem solving

- Cross-functional working & stakeholder management

- Project management & process improvement

- People engagement & team building

- Think big and innovate