Quality & Customer Experience Supervisor
Job Summary:
The Quality & Customer Experience Supervisor will be responsible for driving service quality and customer experience across the Technical Support & Customer Service operation through structured quality audits, data and trend analysis, process improvement, and targeted capability-building initiatives. The role will work closely with Operations and Training to identify performance gaps, improve customer interactions, and ensure consistent adherence to defined quality and service standards.
Key Responsibilities:

Quality Assurance & Audits:
Conduct regular audits of customer interactions across voice and case/email channels against defined quality standards
Evaluate call handling, communication, troubleshooting approach, case documentation, customer experience, and process adherence
Ensure quality evaluations are consistent, objective, and supported by transparent observations and actionable feedback
Participate in calibration sessions with Operations and other stakeholders to maintain consistency in quality standards




Identify critical quality concerns requiring immediate intervention and escalate appropriately
Quality Analysis & Insights
Analyze audit results to identify recurring errors, performance trends, knowledge gaps, and customer experience opportunities.
Conduct root-cause analysis on quality issues, escalations, repeat contacts, and other identified service gaps .
Develop periodic quality insights highlighting key trends, risks, improvement opportunities, and recommended actions .
Go beyond reporting quality scores by translating findings into specific improvement actions
Process & Continuous Improvement
Identify opportunities to improve processes, workflows, knowledge articles, communication standards, and customer handling practices.
Partner with Operations, Technical SMEs, and other stakeholders to implement corrective and preventive actions.
Track improvement initiatives to determine whether identified quali

📌 Quality & Customer Experience Supervisor (Pune)
🏢 Johnson Controls
📍 Pune