Job DescriptionHiring: Quality Manager | Customer Experience & Voice Quality
nAre you passionate about driving exceptional customer experiences and leading high-performing quality teams?
nWe'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.
nWhat You'll Do
nDrive CES and customer experience improvement initiatives
nLead QA governance, calibrations, audits, and performance reviews
nPartner with Operations, Training, and Clients to resolve customer pain points
nBuild quality dashboards, insights, and action plans
nCoach and develop QA teams and frontline leaders




nFoster a culture of continuous improvement and service excellence
nWhat We're Looking For
n12+ years in BPO/Contact Center Operations with quality leadership experience
nStrong voice process quality expertise
nProven success in improving CES, CSAT, NPS, FCR, and quality metrics
nExperience managing client stakeholders and governance reviews
nCertifications in Six Sigma, Lean, COPC, or Quality Management are a plus
nLocation: [Location]
nInterested candidates can send their profile to [] or apply directly.
n#Hiring #QualityManager #CustomerExperience #VoiceProcess #BPOJobs #ContactCenter #QualityAssurance #CustomerSuccess #LeadershipHiring #CES #CSAT #NPS #OperationsExcellence

📌 Senior Manager (Chennai)
🏢 HCLTech
📍 Chennai