Senior Manager

Hcltech; Chennai District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Hcltech in Chennai is seeking a Quality Manager to lead Customer Experience and Voice Quality initiatives, driving CES improvements and QA governance across the operation. You will partner with Operations, Training, and clients to resolve pain points and implement data-driven improvements.

You will build dashboards and insights, coach QA teams and frontline leaders, and foster a culture of continuous improvement and service excellence within a fast-paced BPO environment.

Qualifications

• 12+ years experience in BPO/contact center operations leading quality teams.
• Strong voice process quality expertise.
• Proven track record 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: Chennai, Tamil Nadu (India).

Responsibilities

• 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

Skills

CES improvement

QA governance

Audits & calibrations

Data-driven insights

Stakeholder mgmt

Leadership coaching

Call center quality

Quality dashboards

Job description

Job DescriptionHiring: 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]

#Hiring #QualityManager #CustomerExperience #VoiceProcess #BPOJobs #ContactCenter #QualityAssurance #CustomerSuccess #LeadershipHiring #CES #CSAT #NPS #OperationsExcellence