What You’ll Own

Quality Strategy & CX Impact

• wDefine and lead the CX Quality strategy, aligned to company objectives, customer promises, and CSAT targets.
• Own the end-to-end Quality framework, ensuring it measures what truly matters to customers—not just procedural adherence.
• Translate quality insights into clear, prioritized actions that drive measurable improvements in CSAT, DSAT reduction, and customer trust.
• Act as a strategic challenger, using data and evidence to influence CX and Product decisions.
  
  
  
  

Analytics, Insights & Performance

• Lead deep analysis of customer data sources (QA evaluations, CSAT/DSAT, VoC, complaints, escalations).
• Identify systemic issues, root causes, and behavioral gaps impacting customer experience.
• Build and evolve quality KPIs and dashboards, ensuring insights are actionable, timely, and decision-ready.
• Partner with Analytics teams to strengthen quality-to-outcome correlations (e.g., Quality → CSAT).
  
  
  
  

Execution & Continuous Improvement

• Design and oversee quality improvement initiatives at scale—across channels, markets, and agent populations.
• Ensure quality findings translate into clear expectations, behavioral standards, and operational changes.
• Lead calibration programs that drive consistency, fairness, and credibility across Quality and Operations.
• Continuously refine quality methodologies to reflect product, policy, and customer journey evolution.
  
  
  
  

Leadership & Stakeholder Influence

• Lead, mentor, and raise the bar for Quality teams—setting high standards for analytical rigor and ownership.
• Act as a trusted partner to CX Operations, Training, Process, Analytics and Product teams.
• Present insights, trends, and recommendations confidently to senior leadership, with clarity and conviction.
  
  
  
  

Experience & Expertise

• 7–10+ years of experience in CX / Customer Service Quality roles, with significant leadership responsibility.
• Extensive experience designing and scaling quality frameworks in complex CX environments.
• Proven success driving measurable CSAT and quality improvements through data-led decisions.
• Strong background in quality methodologies (Lean, Six Sigma, continuous improvement).
  
  
  
  

Skills & Mindset

• Highly analytical and data-fluent—comfortable working with large datasets, dashboards, and trend analysis.
• Strategic thinker who can zoom out to patterns, then zoom in to execution.
• Confident communicator who can challenge constructively and influence senior stakeholders.
• Strong judgment, high standards, and a bias for clarity and impact.
  
  
  
  

Preferred

• Six Sigma (Black Belt preferred) / Lean certification.
• Experience working in fast-growth, tech-enabled, or fintech-like CX environments.
• Exposure to multi-market or scaled operations.