Manager - Quality & Client experience

3 days ago

Jaipur, Rajasthan, India NAV Backoffice Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Manager Quality & Client Experience

About the Role:

Were seeking a seasoned Manager-Quality & Client Experience to anchor the Communication Center of Excellence. This role blends rigor and leadership – perform & drive call quality audits, lead a of team of auditors, and turn insights into actions that directly shape client experience.

If you have a passion for quality, structured approach to feedback, proven ability to manage teams, this role is for you

Location: Sitapura, Jaipur (Onsite)

Work Type: Full-time | Flexibility to opt your shifts

Joining: Immediate

Key Responsibilities:

-Drive high quality audits for external client calls to assess communication quality, professionalism, tone, and client experience.

-Lead and guide the Quality team, ensuring productivity, accuracy, and compliance with standards.

-Deliver structured and impactful feedback to stakeholders.

-Design and refine quality frameworks, benchmarks, and SOPs to position the function as a true Center of Excellence.

-Drive initiatives that go beyond BAU, influencing communication culture across the organization.

Qualifications:

-Graduate in any discipline; advanced certifications in Quality/Communication management preferred.

-Minimum 5 years of experience in call quality audits, with at least 2 years in a team-lead role.

-Excellent Communication Skills -spoken and written.

-Strong Analytical and Reporting skills (Excel, dashboards, or equivalent tools).

-Ability to manage stakeholders and drive process improvements.

This is more than a role – it's an opportunity to shape the future of Client Experience at NAV

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