Hiring: Quality Manager | Customer Experience & Voice Quality Are 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 excellence What 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 plus Location: [Location] Interested candidates can send their profile to [garima-si@] or apply directly. #Hiring #Quality Manager #Customer Experience #Voice Process #BPOJobs #Contact Center #Quality Assurance #Customer Success #Leadership Hiring #CES #CSAT #NPS #Operations Excellence

📌 Senior Manager (Uttar Pradesh)
🏢 HCLTech
📍 Uttar Pradesh