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 [[email protected]] or apply directly. #Hiring #QualityManager #CustomerExperience #VoiceProcess #BPOJobs #ContactCenter #QualityAssurance #CustomerSuccess #LeadershipHiring #CES #CSAT #NPS #OperationsExcellence

📌 Senior Manager (India)
🏢 HCLTech
📍 India