CX Quality Manager

7 days ago

Bengaluru, Karnataka, India faff Full time ₹ 2,00,000 - ₹ 4,00,000 per year

About the company
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Founded by IIT Bombay and IIT Delhi graduates and backed by Entrepreneur First, we are an early-stage consumer-tech company based out of HSR, Bangalore. We are building an affordable human + AI personal assistant service that helps busy working professionals save time and mental space by allowing them to delegate boring chores. We have strong customer traction and are now looking to grow.

Job Description

We are looking for someone who is obsessive about getting things right for our users. At faff, our customers trust us with every little task in their day, and we pride ourselves on delivering with speed, care, and accuracy. But with the volume of requests we handle, things can sometimes slip through the cracks. That's where you come in.

As the CX Quality Manager, you will have the ownership for making sure every process, every response, and every outcome is up to the mark. You'll monitor end-to-end operations, raise tickets whenever something goes wrong, and work closely with the team to understand the context, propose fixes, and ensure the same mistake doesn't happen twice. You'll also be responsible for creating and maintaining documentation, drafting SOPs, and running weekly review meetings to discuss what went wrong, why it happened, and how to make it right. A big part of your role will involve facilitating conversations between teammates and other stakeholders, so that everyone is aligned on problems and solutions. This is a high-ownership role and you will be the head of making sure everything goes right, the person who drives continuous improvement, and the one who sets the standard for service quality across the company.

What you'll do

  • Monitor the entire process of service delivery across all user touchpoints
  • Identify gaps, raise tickets, and follow through until resolution
  • Propose concrete solutions and ensure they are implemented
  • Conduct weekly review meetings with the team to discuss what went wrong and how to fix it
  • Work with teammates to understand context behind mistakes and ensure learning is shared
  • Build and maintain SOPs, checklists, and documentation for long-term quality control
  • Act as the single point of accountability for service excellence

What we're looking for

  • Obsession with user experience and quality
  • Past experience in hospitality, customer success, or operations is a plus
  • Strong written and verbal communication skills
  • Ability to multitask and bring clarity in an unstructured environment
  • Work ethic that combines rigor with empathy
  • 0-2 years of work experience

Job Details

  • Position: CX Quality Manager
  • Location: Bangalore (HSR Layout)
  • Salary: 5LPA + 2 LPA (performance-based bonus)
  • Schedule: 6 days a week, 60+ hours per week

Application Process

  • Based on the response in the assignment round, you will get an invite for a 30-minute interview with the hiring manager
  • Final in-person round with the founders and team at our office in HSR, Bangalore.
  • We move fast and will give you a result within one week of application.

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