(Support ops) Customer Support Quality Manager / Training
PuneFull-time6–9 yrsPosted open since feb 2026
Senior customer support role at Multiplier Technologies in Pune. Needs 6–9 years.
About the role
We are looking for a Customer Support Quality Manager to own and elevate the quality, consistency, and effectiveness of our customer support interactions. This role sits within Support Operations and is responsible for defining quality standards, running quality assurance programs, and building training frameworks that continuously improve frontline performance.
What you'll do
- Quality Strategy & Execution
- Define and own the support quality framework , including evaluation criteria, scorecards, and audit processes
- Conduct regular quality reviews across channels (tickets, chat, calls) to ensure accuracy, tone, and policy adherence
- Identify quality trends, root causes, and coaching opportunities
- Partner with Support Managers and Team Leads to drive corrective actions and continuous improvement
What you need
- Customer service
- Zendesk
- Escalation handling
- Salesforce
- Customer success
- Communication