Quality & Customer Experience Supervisor

Johnson Controls; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Johnson Controls in Pune, India, is seeking a Quality & Customer Experience Supervisor to drive service quality and customer experience across the Technical Support & Customer Service operation. The role emphasizes structured audits, data analysis, and action-oriented improvements to ensure standards are met.

You will collaborate with Operations and Training to close performance gaps and deliver targeted coaching, while sustaining governance through dashboards and actionable insights.

Qualifications

• Graduate in any discipline.
• Minimum 5 years of dedicated experience in a Quality Assurance/Quality Management role, preferably within a customer support or service delivery environment.
• Hands-on experience in conducting quality audits across voice and written interactions with structured, actionable feedback.
• Experience in quality trend analysis, root‑cause analysis (RCA), defect identification, and development of corrective and preventive action plans.
• Proven ability to develop and deliver quality‑led training and coaching interventions.
• Experience in quality governance, calibration sessions, scorecards, audit frameworks, reporting and performance reviews.
• Strong ability to interpret quality data and translate findings into clear business insights.
• Experience working with Operations, Training and other stakeholders to drive quality initiatives.
• Prior experience in a Quality Lead/Senior Quality Analyst/Quality Supervisor role is preferred.

Responsibilities

• Conduct regular audits of customer interactions across voice and case/email channels against defined quality standards.
• Evaluate call handling, communication, troubleshooting, case documentation, customer experience and process adherence.
• Ensure quality evaluations are consistent, objective, and supported by clear 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.
• Analyze audit results to identify recurring errors, performance trends, knowledge gaps, and customer experience opportunities.
• Conduct root-cause analysis on quality issues, escalations, and repeat contacts.
• Develop periodic quality insights highlighting trends, risks, and improvement actions.
• Translate findings into specific improvement actions beyond reporting quality scores.
• Identify opportunities to improve processes, workflows, knowledge articles and customer handling practices.
• Partner with Operations, Technical SMEs and others to implement corrective and preventive actions.
• Track improvement initiatives to determine impact after intervention.
• Design and facilitate targeted training and refresher sessions based on quality findings.
• Provide coaching for teams with recurring quality gaps and integrate findings into learning plans.
• Maintain quality dashboards and reporting; present insights during operational reviews.

Skills

Quality assurance

Quality management

Root cause analysis

Data analysis

Training & coaching

Stakeholder management

Quality governance

Education

Graduate in any discipline

Job description

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 clear 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 escalation 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 determine whether identified quality gaps have reduced following intervention

Support continuous improvement initiatives aimed at improving service delivery and overall customer experience.

Training & Capability Development :-

Design and facilitate targeted training and refresher sessions based on quality findings and operational requirements.

Conduct sessions covering areas such as phone etiquette, call handling, probing and questioning techniques, active listening, customer communication, email etiquette, difficult customer handling, and overall customer experience

Provide focused coaching or learning interventions for teams where recurring quality gaps are identified

Work with Operations and Training to ensure quality findings are incorporated into ongoing learning and development plans.

Governance & Stakeholder Management: -

Maintain quality dashboards and reporting covering audit performance, trends, recurring defects, and improvement actions

Present quality insights and recommendations during operational reviews Partner with Team Leads/Managers and Operations Manager to ensure identified actions are implemented and followed through

Support the development and continuous enhancement of quality frameworks, audit criteria, SOPs, and customer experience standards.

Qualifications & Experience:

• Graduate in any discipline .
• Minimum 5 years of dedicated experience in a Quality Assurance/Quality Management role, preferably within a customer support or service delivery environment .
• Proven hands‑on experience in conducting quality audits across voice and written customer interactions and providing structured, actionable feedback
• Strong experience in quality trend analysis, root‑cause analysis (RCA), defect identification, and development of corrective and preventive action plans Demonstrated experience in identifying process improvement opportunities through quality findings and working with relevant stakeholders to drive improvements
• Proven experience in developing and delivering quality‑led training and coaching interventions, particularly in areas such as call handling, phone etiquette, communication skills, customer experience, probing, active listening, and difficult customer handling.
• Experience in managing quality governance, including calibration sessions, quality scorecards, audit frameworks, reporting, and performance reviews Strong ability to interpret quality data and translate findings into clear business insights and measurable improvement actions
• Experience working independently with Operations, Training, and other stakeholders to drive quality and customer experience initiatives
• Prior experience in a Quality Lead, Senior Quality Analyst, Quality Supervisor, or equivalent role is strongly preferred.

Key Competencies:

• Strong understanding of quality assurance and customer experience principles
• Excellent analytical and root‑cause analysis skills
• Strong communication and facilitation skills
• Strong understanding of voice/call quality and wr