ASSISTANT MANAGER – CHAT SUPPORT

🚨 WE’RE HIRING | QA MANAGER / ASSISTANT MANAGER – CHAT SUPPORT

📍 Location: Panchkula, Haryana – Sector 22

🏢 Work Mode: Work from Office

🌙 Shift: Night Shift

💼 Experience: 8–10+ Years

🏭 Industry: BPO / Customer Support / Chat Process

We are looking for an experienced QA Manager / Assistant Manager – Quality to lead the quality function for a Chat Support process .

🔹 Key Responsibilities

• Lead and manage the QA function for Chat Support operations

• Conduct regular audits of customer interactions and ensure quality standards

• Track CSAT, FCR, AHT, QA Score & Customer Experience metrics

• Conduct RCA and identify recurring quality/process gaps

• Provide coaching and actionable feedback to support teams

• Prepare quality reports, dashboards and performance trends

• Conduct calibration sessions with Operations & Training teams

• Ensure adherence to SOPs, process guidelines and compliance requirements

• Drive quality improvement initiatives and reduce repeat errors

• Handle quality and customer experience escalations

• Mentor and manage QA Analysts/team members

• Work closely with Operations, Training and WFM teams

🔹 Requirements

✅ 8–10+ years of experience in BPO/Customer Support Quality Assurance

✅ Strong experience in Chat/Email Support QA preferred

✅ Experience managing or leading a QA team

✅ Strong knowledge of CSAT, FCR, AHT, QA Score & RCA

✅ Experience in chat quality audits and calibration

✅ Strong analytical, communication and stakeholder-management skills

✅ Good knowledge of Excel/MIS & quality reporting

✅ International customer support experience will be an advantage