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
Solid 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.
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📌 Senior manager (Uttar Pradesh)
🏢 HCLTech
📍 Uttar Pradesh