Assistant Manager – Chat Support

About the Role

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

The ideal candidate will have strong experience in BPO/Customer Support Quality, preferably in international chat or email support, with proven expertise in quality monitoring, RCA, calibration, performance improvement, and team management.

Key Responsibilities

• Lead and manage the QA function for Chat Support operations.
• Conduct regular audits of customer chat interactions and ensure adherence to quality standards.
• Monitor key performance metrics including CSAT, FCR, AHT, QA Score, and Customer Experience.
• Identify quality gaps and conduct Root Cause Analysis (RCA).
• Provide actionable feedback and coaching to Chat Support teams.
• Prepare and present quality reports, dashboards, and performance trends to management.
• Identify recurring customer and agent issues and recommend process improvements.
• Conduct regular calibration sessions with Operations and Training teams.
• Ensure adherence to SOPs, process guidelines, and compliance requirements.
• Drive quality improvement initiatives and reduce repeat errors.
• Handle quality- and customer-experience-related escalations.
• Mentor and manage QA Analysts/Team Members while ensuring audit accuracy.
• Work closely with Operations, Training, and WFM teams to improve overall process performance.

Required Skills & Experience

• 8–10+ years of experience in BPO/Customer Support Quality Assurance.
• Strong preference for candidates with Chat/Email Support QA experience.
• Experience managing or leading a QA team.
• Strong understanding of CSAT, FCR, AHT, QA Score, RCA, and customer experience metrics.
• Hands-on experience in chat quality audits and calibration.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder-management skills.
• Good knowledge of MS Excel, MIS, dashboards, and quality reporting.
• Ability to identify trends and convert insights into actionable improvement plans.

Preferred Qualifications

• Experience in an International Customer Support / Chat Process.
• Experience managing a team of QA Analysts.
• Knowledge of CRM, ticketing, and chat support tools.
• Strong understanding of customer experience and quality frameworks.
• Candidates from BPO, Contact Center, Customer Support, or International Chat Process environments will be preferred.

Ideal Candidate

We are looking for someone who can lead the QA function independently, manage QA teams, analyze quality trends, conduct RCA/calibrations, and drive measurable improvements in customer experience and process quality.

Pay: ₹402,000.00 - ₹710,000.00 per year

Benefits:

• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person