Job Description

Role: Manager - Quality (Customer Service)

Experience: 8 to 10 Years

Job Location: Chennai (Hybrid)

Key Responsibilities

- Review and evaluate customer support interactions across voice, email, chat, and other support channels.
- Assess agent performance against defined quality standards and scorecards.
- Provide meaningful, constructive, and actionable feedback to agents.
- Conduct regular feedback and coaching sessions with support agents.
- Monitor quality performance at both agent and team levels.
- Analyze customer service KPIs and determine the impact of agent performance on business outcomes.
- Identify process gaps, quality defects, and customer experience issues.
- Perform root cause analysis and recommend corrective and preventive actions.
- Create quality reports, scorecards, and performance dashboards.
- Present quality findings and recommendations to management.
- Participate in calibration sessions to ensure consistency in evaluations.
- Drive continuous improvement initiatives to enhance customer experience and operational quality.

Required Skills

- Experience auditing Voice, Email, and Chat support interactions.
- Solid understanding of Quality Assurance methodologies and frameworks.




- Knowledge of customer service KPIs and quality metrics.
- Excellent analytical and problem-solving skills.
- Ability to identify trends, process gaps, and improvement opportunities.
- Strong coaching and feedback delivery skills.
- Excellent verbal and written communication skills.
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
- Knowledge of Six Sigma concepts.

Preferred Qualifications

- Experience in Customer Support Quality Assurance or Contact Center Quality.
- Exposure to customer experience metrics such as CSAT, NPS, and Quality Scores.
- Six Sigma Green Belt or relevant Quality certifications preferred.
- Experience preparing quality dashboards and performance reports.

Working Model

- This role follows a hybrid work arrangement, requiring attendance at the office once a week.
- The role supports US-based stakeholders and operates in US shifts (Eastern Time).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager - Quality ( Customer Service) (Chennai)
🏢 OJCommerce
📍 Chennai