The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Key Responsibilities
Monitor ticket quality and procedural compliance.
Track KPIs (FCR, MTTR, CSAT, reopen rates).
Conduct call, chat, and ticket quality reviews.
Identify trends, training gaps, and systemic issues.
Drive service consistency and improvement initiatives.
Partner with Knowledge Manager on content effectiveness.
Key Qualifications
610 years in IT service delivery or QA roles.
Robust experience with KPI tracking and reporting.
Experience performing QA reviews across support channels.
Analytical and continuous improvement mindset.
📌 Quality Manager Chennai
🏢 Saaki Argus And Averil Consulting
📍 Chennai
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