Senior Manager

HCLTech · Chennai, India

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

✔️ Strong 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 ( ) or apply directly.

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