Quality Assurance Lead (Paper)

Lead technical support operations to ensure timely, accurate responses to customer queries while building a culture of responsiveness and delight. Oversee end-to-end issue resolution, including identification, root cause analysis, and closure, while developing SOPs, troubleshooting manuals, and a technical knowledge base. Engage with customers to translate feedback into actionable inputs for R&D and Production, ensuring zero delays in product trials and improvements. Partner with Sales, Quality, Production, and R&D to communicate concerns and drive continuous improvement through data analysis of KPIs like TAT and customer satisfaction. Strengthen support processes via automation, standardized workflows, and quality audits to reduce recurring issues. Build and coach the technical support team through regular training, performance goal setting, and capability enhancement aligned with business needs.