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

[[email protected]]

or apply directly.

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📌 Senior Manager (Chennai)
🏢 HCLTech
📍 Chennai