Quality & Customer Experience Supervisor

Job Summary:

The Quality & Customer Experience Supervisor will be responsible for driving service quality and customer experience across the Technical Support & Customer Service operation through structured quality audits, data and trend analysis, process improvement, and targeted capability-building initiatives. The role will work closely with Operations and Training to identify performance gaps, improve customer interactions, and ensure consistent adherence to defined quality and service standards.

Key Responsibilities:

Quality Assurance & Audits:

• Conduct regular audits of customer interactions across voice and case/email channels against defined quality standards

• Evaluate call handling, communication, troubleshooting approach, case documentation, customer experience, and process adherence

• Ensure quality evaluations are consistent, objective, and supported by clear observations and actionable feedback

• Participate in calibration sessions with Operations and other stakeholders to maintain consistency in quality standards

• Identify critical quality concerns requiring immediate intervention and escalate appropriately

Quality Analysis & Insights

• Analyze audit results to identify recurring errors, performance trends, knowledge gaps, and customer experience opportunities.

• Conduct root-cause analysis on quality issues, escalations, repeat contacts, and other identified service gaps .

• Develop periodic quality insights highlighting key trends, risks, improvement opportunities, and recommended actions .

• Go beyond reporting quality scores by translating findings into specific improvement actions

Process & Continuous Improvement

• Identify opportunities to improve processes, workflows, knowledge articles, communication standards, and customer handling practices.

• Partner with Operations, Technical SMEs, and other stakeholders to implement corrective and preventive actions.

• Track improvement initiatives to determine whether identified quality gaps have reduced following intervention

• Support continuous improvement initiatives aimed at improving service delivery and overall customer experience.

Training & Capability Development :-

• Design and facilitate targeted training and refresher sessions based on quality findings and operational requirements.

• Conduct sessions covering areas such as phone etiquette, call handling, probing and questioning techniques, active listening, customer communication, email etiquette, difficult customer handling, and overall customer experience

• Provide focused coaching or learning interventions for teams where recurring quality gaps are identified

• Work with Operations and Training to ensure quality findings are incorporated into ongoing learning and development plans.

Governance & Stakeholder Management: -

• Maintain quality dashboards and reporting covering audit performance, trends, recurring defects, and improvement actions

• Present quality insights and recommendations during operational reviews Partner with Team Leads/Managers and Operations Manager to ensure identified actions are implemented and followed through

• Support the development and continuous enhancement of quality frameworks, audit criteria, SOPs, and customer experience standards.

Qualifications & Experience:

• Graduate in any discipline .

• Minimum 5 years of dedicated experience in a Quality Assurance/Quality Management role, preferably within a customer support or service delivery environment .

• Proven hands-on experience in conducting quality audits across voice and written customer interactions and providing structured, actionable feedback

• Strong experience in quality trend analysis, root-cause analysis (RCA), defect identification, and development of corrective and preventive action plans Demonstrated experience in identifying process improvement opportunities through quality findings and working with relevant stakeholders to drive improvements

• Proven experience in developing and delivering quality-led training and coaching interventions, particularly in areas such as call handling, phone etiquette, communication skills, customer experience, probing, active listening, and difficult customer handling.

• Experience in managing quality governance, including calibration sessions, quality scorecards, audit frameworks, reporting, and performance reviews Strong ability to interpret quality data and translate findings into clear business insights and measurable improvement actions

• Experience working independently with Operations, Training, and other stakeholders to drive quality and customer experience initiatives

• Prior experience in a Quality Lead, Senior Quality Analyst, Quality Supervisor, or equivalent role is strongly preferred.

Key Competencies:

• Strong understanding of quality assurance and customer experience principles Excellent analytical and root-cause analysis skills

• Strong communication and facilitation skills

• Strong understanding of voice/call quality and written customer interactions Ability to convert data and audit observations into actionable business insights Process-improvement and problem-solving mindset

• Strong stakeholder-management skills

• High attention to detail, analytical thinking, and process adherence

• Coaching mindset with the ability to give constructive, solution-focused feedback