CHENNAI · FULLTIME
Manager - Quality ( Customer Service)
OJ Commerce
Chennai · onsite · Posted 4d ago
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Section · 01
About this role
Key Responsibilities
- Review and evaluate customer support interactions across voice, email, chat, and other support channels.
- Assess agent performance against defined quality standards and scorecards.
- Provide meaningful, constructive, and actionable feedback to agents.
- Conduct regular feedback and coaching sessions with support agents.
- Monitor quality performance at both agent and team levels.
- Analyze customer service KPIs and determine the impact of agent performance on business outcomes.
- Identify process gaps, quality defects, and customer experience issues.
- Perform root cause analysis and recommend corrective and preventive actions.
- Create quality reports, scorecards, and performance dashboards.
- Present quality findings and recommendations to management.
- Participate in calibration sessions to ensure consistency in evaluations.
- Drive continuous improvement initiatives to enhance customer experience and operational quality.
Required Skills
- Experience auditing Voice, Email, and Chat support interactions.
- Strong understanding of Quality Assurance methodologies and frameworks.
- Knowledge of customer service KPIs and quality metrics.
- Excellent analytical and problem-solving skills.
- Ability to identify trends, process gaps, and improvement opportunities.
- Strong coaching and feedback delivery skills.
- Excellent verbal and written communication skills.
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
- Knowledge of Six Sigma concepts.
Preferred Qualifications
- Experience in Customer Support Quality Assurance or Contact Center Quality.
- Exposure to customer experience metrics such as CSAT, NPS, and Quality Scores.
- Six Sigma Green Belt or relevant Quality certifications preferred.
- Experience preparing quality dashboards and performance reports.
Working Model
- This role follows a hybrid work arrangement, requiring attendance at the office once a week.
- The role supports US-based stakeholders and operates in US shifts (Eastern Time).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Section · Company
About OJ Commerce
OJ Commerce
Internet
51-200
employees
2010
16 years old
Chennai, Tamil Nadu
India
₹8.5L PA avg
Avg at OJ Commerce
About
OJ Commerce is a fast-growing, profitable online retailer driven by a sophisticated, data-driven system to run the operations with virtually no human intervention.
We strive to be the best-in-class eCommerce company delivering exceptional value to customers by leveraging technology, innovation and brand-partnerships to provide a seamless & enjoyable shopping of high-quality products at the best prices to our customers.
Industries
Employee ratings
10 reviews
Culture
4.4
Career growth
3.6
Work-life
4.5
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