Manager

Hiring: Manager Quality CX

Location: Gurgaon | Work Mode: Work from Office

Experience: 1015 Years | Working Days: 5 Days a Week

Shift: Rotational | Reporting To: AVP Quality (CX)

Job Summary

We are looking for an experienced Quality Manager to lead QA across CX operations in a large-scale BPO/contact centre environment, driving quality governance, process compliance, analytics, and customer experience improvements across multiple channels.

Key Responsibilities

Quality Strategy & Governance

• Develop and execute the overall Quality Assurance strategy for CX operations across all channels.
• Define quality audit guidelines, scorecards, and measurement frameworks aligned to business and client requirements.
• Ensure alignment of quality standards with business goals, client expectations, and contractual KPIs.
• Oversee compliance with SOPs, regulatory guidelines, and internal policies.

Leadership & Team Management

• Lead and manage Quality Assistant Managers, Quality Team Leads, and quality support teams across sites.
• Set team goals, monitor performance, and drive continuous capability development.
• Conduct regular calibration sessions to maintain audit accuracy and consistency across the team.
• Foster a high-performance culture within the Quality function.

Monitoring, Evaluation & Improvement

• Oversee audits across voice, chat, email, social media, and other customer channels.
• Identify process gaps, behavioral gaps, compliance concerns, and customer experience issues.
• Own Root Cause Analysis (RCA) for quality defects and drive corrective/preventive action plans.
• Implement initiatives to reduce repeat errors, improve First Call Resolution (FCR), and increase CSAT/NPS.

Reporting, Analytics & Insights

• Publish comprehensive weekly/monthly quality dashboards, performance insights, and trend analyses.
• Present quality metrics during business reviews, governance calls, and client meetings.
• Track DSAT drivers and collaborate with Operations to build improvement roadmaps.
• Provide data-driven recommendations to enhance service standards.

Stakeholder & Client Management

• Collaborate closely with Operations, Training, WFM, MIS, and Business Excellence teams to align quality initiatives with business outcomes.
• Lead internal and external calibration discussions to maintain audit consistency.
• Partner with clients and internal leadership to implement quality improvement initiatives.
• Drive improvement programs aligned to customer expectations and contractual KPIs.

Process Compliance & Risk Control

• Ensure adherence to organizational SOPs, regulatory requirements, and customer experience standards.
• Identify high-risk errors and ensure robust documentation, reporting, and escalation.
• Validate process updates, communication templates, and new SOP rollouts for quality impact

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Required Skills & Experience

* 1015 years of QA experience, including 23 years in a managerial role.

* Mandatory: Hands-on Amadeus GDS experience.

* Strong knowledge of ticketing, booking support, refunds, and exchanges.

* Experience managing large-scale operations (500+ FTEs).

* Multi-channel QA experience across voice, chat, and email.

* Strong leadership, analytical, reporting, and stakeholder management skills.

* Willingness to travel domestically as required.

Preferred:

• Six Sigma Yellow/Green/ Belt certification.
• Experience managing client interactions and quality governance across multiple business lines.
• Looking for immediate joiners.

Contact Details

Email: [email protected]

For applications and queries, please contact us via email.