ASSISTANT MANAGER – CHAT SUPPORT

🚨 WE’RE HIRING | QA MANAGER / ASSISTANT MANAGER – CHAT SUPPORT
📍 Location: Panchkula, Haryana – Sector 22
🏢 Work Mode: Work from Office
🌙 Shift: Night Shift
💼 Experience: 8–10+ Years
🏭 Industry: BPO / Customer Support / Chat Process
We are looking for an experienced QA Manager / Assistant Manager – Quality to lead the quality function for a Chat Support process.
🔹 Key Responsibilities
• Lead and manage the QA function for Chat Support operations
• Conduct regular audits of customer interactions and ensure quality standards
• Track CSAT, FCR, AHT, QA Score & Customer Experience metrics
• Conduct RCA and identify recurring quality/process gaps
• Provide coaching and actionable feedback to support teams
• Prepare quality reports, dashboards and performance trends
• Conduct calibration sessions with Operations & Training teams
• Ensure adherence to SOPs, process guidelines and compliance requirements
• Drive quality improvement initiatives and reduce repeat errors
• Handle quality and customer experience escalations
• Mentor and manage QA Analysts/team members
• Work closely with Operations, Training and WFM teams
🔹 Requirements
✅ 8–10+ years of experience in BPO/Customer Support Quality Assurance
✅ Strong experience in Chat/Email Support QA preferred
✅ Experience managing or leading a QA team
✅ Strong knowledge of CSAT, FCR, AHT, QA Score & RCA
✅ Experience in chat quality audits and calibration
✅ Strong analytical, communication and stakeholder-management skills
✅ Good knowledge of Excel/MIS & quality reporting
✅ International customer support experience will be an advantage

Work arrangement
No