Quality Assurance Lead (Paper)

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.

Key Responsibilities includes:

A. Customer Support & Experience

• 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.

B. Product Development Support

• 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.

C. Technical Issue Resolution & Root Cause Analysis

• Oversee end-to-end resolution of customer issues — identification, investigation, RCA, corrective action, and closure.
• Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team.

D. Cross-Functional Coordination

• Partner with Sales, Quality, Production, and R&D to ensure seamless technical support.
• Communicate key customer concerns and improvement opportunities to internal stakeholders.

E. Data, Reporting & Insights

• Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues.
• Use data insights to drive preventive actions and continuous improvement initiatives.

F. Process Excellence & Continuous Improvement

• Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.
• Work towards reducing recurring issues and improving first-time resolution rates.

G. Team Leadership & Capability Building

• Build a strong technical support team through regular coaching, training, and skill development.
• Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs.

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3. Key Skills & Competencies

A. Technical Skills

• Strong understanding of manufacturing processes, product applications, and industrial troubleshooting (tailor to your sector).
• Experience in quality systems, root cause analysis tools (5 Why, Fishbone, RCA).
• Expertise in creating and managing technical documentation, SOPs, and manuals.
• Ability to interpret product specifications, test results, and customer requirements.

B. Leadership & Managerial Skills

• Team coaching, mentoring, and performance management.
• Ability to work cross-functionally with Sales, Production, R&D, and Quality teams.
• Strong decision-making, prioritization, and delegation skills.

C. Customer Management Skills

• Excellent communication and relationship-building skills.
• High responsiveness, empathy, and a customer-first mindset.
• Ability to handle escalations and challenging customer situations calmly.

D. Analytical & Problem-Solving Skills

• Strong diagnostic ability and structured approach to technical issues.
• Proficiency in data analysis, KPI management, and insights-driven improvements.

E. Digital & Process Skills

• Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms.
• Experience in process optimization and automation is an added advantage.

Requirements

Qualifications & Experience

• Diploma/Bachelor's/Master's degree in Chemistry/Chemical/Pulp& Paper.
• 0–5 years of experience in Technical Support, Application Engineering, Quality, or Customer Support in a manufacturing/industrial environment.
• Prior experience leading a technical support team is preferred.