Job Description

Job Summary

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.

Key Responsibilities

1. Co-Ordination With Onsite Track Leads And Engaging With Customers
2. Ensure Process Effectiveness And Continual Service Improvement
3. Managing Cost Of Providing Service Within Budgeted Levels
4. Managing Risks And Escalating Appropriately To Sr Management
5. Managing Support Operations To Agreed Slas
6. To Lead, Guide And Coach The Team

Skill Requirements

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Other Requirements

• Design, implement, and continuously improve the quality assurance framework for the voice process to enhance customer experience and process compliance.
• Drive CES improvement initiatives by analyzing customer feedback, call quality outcomes, complaint themes, repeat contacts, and process gaps.
• Lead call monitoring, calibration, and quality evaluation processes to ensure consistent assessment standards across QA teams and operations.
• Partner with operations, training, workforce management, and client stakeholders to identify root causes of poor customer experience and implement corrective actions.
• Develop actionable insights from quality scores, CES trends, CSAT/NPS inputs, audit findings, and VOC data to improve customer interactions.
• Coach and guide team leaders, quality analysts, and frontline agents on communication effectiveness, empathy, call control, compliance, and resolution quality.
• Conduct regular governance reviews with leadership and clients, presenting quality trends, improvement plans, risk areas, and progress against agreed KPIs.
• Build and maintain quality dashboards, performance scorecards, and reporting mechanisms to support data-driven decision-making.
• Lead calibration sessions with internal and client teams to ensure alignment on evaluation criteria, customer expectations, and scoring consistency.
• Identify training needs and collaborate with the training team to design refresher modules, focused coaching plans, and knowledge reinforcement interventions.
• Ensure adherence to process SOPs, regulatory requirements, compliance standards, and internal quality policies.

Promote a culture of continuous improvement by applying RCA, trend analysis, process audits, and structured action planning