Senior manager

HCLTech · 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 (garima-si@) or apply directly.

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