We are looking for an experienced and driven CX Quality Governance & Standards Manager to lead our Customer Experience (CX) Quality function and ensure consistent service excellence across all channels.
Key Responsibilities
Quality Governance & Standards
- Lead and manage the CX Quality team to ensure consistent service quality.
- Define, implement, and maintain quality frameworks, scorecards, and SOPs.
- Ensure compliance with CX quality standards, COPC requirements, and client SLAs.
- Support internal and external quality audits and compliance reviews.
Quality Monitoring & Calibration
- Oversee call, chat, email, and case evaluations across all channels.
- Conduct regular quality calibrations with Operations and clients.
- Ensure fair, consistent, and accurate quality scoring.
- Review trends and address evaluator bias or performance gaps.
Performance Analysis & Improvement
- Analyze quality results, CSAT, NPS, and VoC data to identify improvement opportunities.
- Perform root cause analysis and recommend corrective and preventive actions.
- Partner with Operations and Training teams to improve agent performance.
- Track the effectiveness of quality improvement initiatives.
Coaching & Development
- Coach and mentor Quality Analysts to enhance evaluation and feedback capabilities.
- Support agent coaching through actionable, data-driven insights.
- Identify training needs and collaborate on learning interventions.
Reporting & Stakeholder Management
- Prepare and present quality dashboards and executive-level reports.
- Share insights, risks, and recommendations with leadership and clients.
- Support quality-related escalations and customer complaint resolutions.
Process Optimization & Innovation
- Continuously improve quality processes, tools, and methodologies.
- Leverage automation, AI, and analytics to enhance quality monitoring.
- Support CX transformation and customer journey improvement initiatives.
Key Skills & Competencies
- Strong CX Quality Management expertise
- Solid knowledge of COPC and QA best practices
- Data analysis & root cause analysis skills
- Coaching and stakeholder management capabilities
- Excellent communication skills and attention to detail
