Quality Manager Contact Centre

6 days ago

Chennai, India HCLTech Full time

We are hiring for a Quality Manager Contact Centre role. Please find the below Key tasks and responsibilities for the same:

The Call Center Quality Manager is responsible for overseeing and driving the quality program within our customer service center. This role requires a strong grasp of call center performance metrics, an ability to analyze quality data, and a passion for coaching and developing teams to deliver consistent, high-quality customer experiences.

Key Responsibilities

Develop, implement, and maintain quality assurance (QA) policies, procedures, and standards for all call center operations.

Monitor, evaluate, and report on agent-customer interactions using various performance metrics (e.g., CSAT, FCR, AHT, NPS, QA scoring).

Design and execute QA audits; analyze trends and recommend improvements.

Manager a QTL and QAs and drive their performance

Deliver actionable feedback and coaching to agents and team leaders on quality and compliance.

Conduct regular training sessions on call center best practices, policy updates, and customer service excellence.

Partner with operations, training, and workforce management teams to align on quality goals and share insights.

Set quality benchmarks and continuously review processes and scripts for improvement.

Generate reports and present findings on quality performance to leadership; establish action plans as needed.

Stay current on the industry best practices and evolving customer expectations.

Ensure compliance with regulatory and organizational standards.

Qualifications

Bachelors degree or equivalent experience in business, communications, or a related field.

5+ years of experience in a call center environment, with at least 2 years in a quality management or supervisory role.

Deep understanding of call center KPIs and performance metrics (e.g., CSAT, AHT, FCR, NPS).

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