Customer Experience Quality Manager

Job Description: Quality Lead:

Position Overview: The Quality Lead will be responsible for ensuring excellence in chat and email-based customer support operations within a BPO contact center. This role focuses on monitoring, evaluating, and improving agent performance, ensuring compliance with quality standards, and driving initiatives that enhance customer satisfaction and operational efficiency across non-voice channels.

Key Responsibilities

• Quality Monitoring
• Audit chat and email interactions to assess accuracy, tone, compliance, and resolution effectiveness.
• Provide structured feedback and coaching to agents.
• Conduct calibration sessions to align quality standards across teams.
• Performance Management
• Track KPIs such as CSAT (Customer Satisfaction Score), NPS, FCR (First Contact Resolution), ...