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 explicit 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 deter

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