Job Description
Hiring: 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)
Interested candidates can send their profile to () or apply directly.
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