Assistant Manager Quality

About Us

ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.

Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.

We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.

At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.

After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions. **

Job Description**

About the role:

• Be customer obsessed - have a customer first approach and support in implementing an effective Quality Management System
• Work towards providing top notch customer experience across all channels
• Monitor daily activities to strengthen the Quality framework/practices
• Initiate projects to improve customer facing metrics and show a consistent improvement
• Lead the QAs in order to audit, analyze and share actionable and meaningful business insights regularly
• Challenge status quo of process and metrics to improve Customer experience
• Liaise with external and/or cross functional teams to create positive impact on Quality metrics and Cx (vendor team Quality performance, implement product changes)
• Coach and mentor the QAs in order to build a robust Quality team
• Share weekly/monthly review dashboards, performance trends, improvement areas for Quality/CSAT

Requirements:

• Should be a graduate with minimum 4 years experience in the customer service domain
• Exceptional communication and people management skills
• Creative way to address challenges and problems
• Must have prior experience in Quality Management and Customer Experience roles (in a TL or equivalent capacity)
• Strong customer centric mindset
• Should have an eye for detail and strong analytical ability
• Must have directly handled a team of QAs in the past 1-2 years
• Start up experience would be a plus

What’s in it for you:

• Tremendously impactful role that provides an opportunity to grow and be part of ACKO’s leadership team
• Independence and ownership in both design and execution
• Competitive bonus and equity participation in a company that is growing quickly

Job Description

Requirements:

• Should be a graduate with minimum 6 years experience in the customer service domain
• Exceptional communication and people management skills
• Creative way to address challenges and problems
• Must have a proven track record in Quality Management and Customer Experience roles (in a managerial capacity)
• Strong customer centric mindset
• Should have an eye for detail and strong analytical ability
• Must have directly handled a team of QAs/AMs/Managers in the past 3-4 years
• Start up experience would be a plus