Manager - Quality ( Customer Service)

OJCommerce; Chennai; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

OJCommerce seeks a Manager - Quality (Customer Service) in Chennai with 8–10 years of experience to lead QA across voice, email, and chat, ensuring high customer experience and reliable service quality. The role operates in a hybrid setup and supports US clients in Eastern Time.

You will audit interactions, develop scorecards, coach agents, and partner with leadership to drive continuous improvement through dashboards and KPIs.

Qualifications

• Audit Voice, Email and Chat interactions against QA standards.
• Strong knowledge of QA methodologies and frameworks.
• Knowledge of customer service KPIs and quality metrics.
• Excellent analytical and problem solving skills.

Responsibilities

• Review and evaluate customer support interactions across voice, email, chat and other channels.
• Assess agent performance against defined quality standards and scorecards.
• Provide feedback to agents and conduct regular coaching sessions.
• Monitor quality performance at agent and team levels.
• Create quality reports, scorecards, and performance dashboards.
• Present findings and recommendations to management.

Skills

QA auditing

QA methodologies

KPIs & metrics

Analytical thinking

Problem solving

Coaching & feedback

Communication

MS Excel

Six Sigma concepts

MS Word

PowerPoint

Tools

MS Excel

MS Word

PowerPoint

Job description

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.
• Strong 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).