Hiring: Quality Manager | Customer Experience & Voice QualityAre you passionate about driving exceptional customer experiences and leading high-performing quality teams?We're looking for a Quality Manager with 12+ years of experience in contact center/BPO operations to lead quality transformation across voice processes. This role will focus on improving Customer Experience Scores (CES), CSAT/NPS, call quality, compliance, and operational excellence through data-driven insights, coaching, governance, and continuous improvement initiatives.What You'll Do✅ Drive CES and customer experience improvement initiatives✅ Lead QA governance, calibrations, audits, and performance reviews✅ Partner with Operations, Training, and Clients to resolve customer pain points✅ Build quality dashboards, insights,



and action plans✅ Coach and develop QA teams and frontline leaders✅ Foster a culture of continuous improvement and service excellenceWhat We're Looking For✔️ 12+ years in BPO/Contact Center Operations with quality leadership experience✔️ Robust voice process quality expertise✔️ Proven success in improving CES, CSAT, NPS, FCR, and quality metrics✔️ Experience managing client stakeholders and governance reviews✔️ Certifications in Six Sigma, Lean, COPC, or Quality Management are a plusLocation: [Location]Interested candidates can send their profile to [] or apply directly.#Hiring #QualityManager #CustomerExperience #VoiceProcess #BPOJobs #ContactCenter #QualityAssurance #CustomerSuccess #LeadershipHiring #CES #CSAT #NPS #OperationsExcellence

📌 Senior Manager (St.Thomas Mount)
🏢 HCLTech
📍 St.Thomas Mount