Quality & Customer Experience Supervisor
Johnson ControlsMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessCommon mid-level quality role, Pune metro location, 5-year requirement and broad skillset increases candidate competition.
Customer-support quality skills transfer across service industries but require domain experience, so sensitivity is medium.
Explicit five-year requirement plus mandatory QA, audit, and RCA skills drive high shortlisting strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Drive service quality and customer experience via structured quality audits and data trend analysis for Technical Support & Customer Service operations.
Identify performance gaps and implement process improvements in collaboration with Operations and Training teams.
Design and deliver targeted training and coaching to address recurring quality issues and improve customer interactions.
Minimum Requirements
Graduate degree in any discipline.
Minimum 5 years in Quality Assurance or Quality Management within customer support or service delivery.
Proven hands-on experience conducting audits of voice and written customer interactions with actionable feedback.
Prior roles such as Quality Lead, Senior Quality Analyst, or Quality Supervisor preferred.
Ideal Candidate Profile
Experienced in root-cause analysis and translating quality data into measurable improvement actions.
Capable of independently managing quality governance activities including calibration sessions and reporting.
Strong expertise in delivering quality-led training focused on communication skills and customer experience enhancements.