Quality Assurance Lead (Paper)

About the role

Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross-functional teams to deliver superior customer experience and drive continuous improvement in technical services. Lead the technical support operations to ensure timely, accurate, and high-quality responses to all customer queries.

What you'll do

• Lead the technical support operations to ensure timely, accurate, and high-quality responses to all customer queries
• Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction
• Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments
• Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D and Production teams
• Ensure zero delays in delivering product trials, tests, and improvements as committed

What you need

• 0–5 yrs of experience
• Root cause analysis
• SOP writing
• Performance management
• CRM
• Chemistry
• Diploma or B.Tech or B.E.