Manager - Quality & Client experience
5 days ago
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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