Job Description

Hiring: Quality Manager | Customer Experience & Voice Quality

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Are you passionate about driving exceptional customer experiences and leading high-performing quality teams?

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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.

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What You‘ll Do

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✅ Drive CES and customer experience improvement initiatives

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✅ Lead QA governance, calibrations, audits, and performance reviews

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✅ Partner with Operations, Training, and Clients to resolve customer pain points

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✅ Build quality dashboards, insights, and action plans

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✅ Coach and develop QA teams and frontline leaders

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✅ Foster a culture of continuous improvement and service excellence

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What We‘re Looking For

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✔️ 12+ years in BPO/Contact Center Operations with quality leadership experience

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✔️ Solid voice process quality expertise

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✔️ Proven success in improving CES, CSAT, NPS, FCR, and quality metrics

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✔️ Experience managing client stakeholders and governance reviews

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✔️ Certifications in Six Sigma, Lean, COPC, or Quality Management are a plus

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Location: [Location]

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Interested candidates can send their profile to [[email protected]] or apply directly.

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#Hiring #QualityManager #CustomerExperience #VoiceProcess #BPOJobs #ContactCenter #QualityAssurance #CustomerSuccess #LeadershipHiring #CES #CSAT #NPS #OperationsExcellence

📌 Senior Manager (Tamil Nadu)
🏢 HCLTech
📍 Tamil Nadu