Quality Compliance Manager
Description -
Job Title: Quality Compliance Manager – Customer Care Centers (CCC)
Role Summary
The Quality Compliance Manager is responsible for driving Customer Satisfaction (CSAT) goal setting, end‑to‑end process compliance monitoring, and advanced outlier analysis across CCC operations. This role plays a critical part in strengthening customer experience consistency, identifying systemic risks, and enabling targeted interventions through data‑driven insights.
The role partners closely with Operations, Training, CX, PMOs, and regional/site leadership to ensure quality standards are met, risks are proactively managed, and continuous improvement is embedded into daily execution.
Key Responsibilities
CSAT Strategy & Goal Setting
- Own CSAT goal setting in partnership with business, CX, and Operations teams, ensuring alignment with enterprise targets and customer expectations.
- Translate CSAT outcomes into actionable quality and process insights at global, regional, and site levels.
- Track performance against CSAT goals and surface leading indicators, risks, and improvement opportunities.
Process Compliance Monitoring
- Lead end‑to‑end monitoring of process compliance across customer journeys, channels, and service motions.
- Ensure adherence to defined CCC quality frameworks, policies, and operational standards.
- Partner with Operations and Training to close compliance gaps through targeted actions, coaching inputs, and process improvements.
Outlier & Risk Analysis
- Design and run outlier analysis to identify deviations in performance, compliance, or customer experience.
- Distinguish between isolated events and systemic issues using trend analysis and root‑cause methodologies.
- Highlight high‑risk areas early and recommend corrective and preventive actions.
Insights, Reporting & Governance
- Produce concise, executive‑ready dashboards and narratives that clearly articulate risks, trends, and impact.
- Present findings to leadership forums, enabling informed decision‑making and prioritization.
- Support quality governance cadences by providing data‑backed insights and follow‑through tracking.
Cross‑Functional Collaboration
- Act as a trusted partner to Operations, Training, CX, and PMO teams to drive quality‑led transformation.
- Enable standardization and best‑practice sharing across markets and partners.
- Support audits, assessments, and quality reviews as required.
Key Skills & Capabilities
- Strong understanding of CSAT, CX metrics, and quality frameworks in customer support environments.
- Proven expertise in process compliance, root‑cause analysis, and outlier detection.
- High analytical rigor with the ability to convert data into clear, actionable insights.
- Executive communication skills—able to influence by facts, clarity, and structured storytelling.
- Strong stakeholder management and cross‑functional collaboration skills.
- Experience working across global, multi‑market operations is preferred.
Success Measures
- Improved CSAT performance and reduced variability across markets.
- Increased process compliance and early risk identification.
- Clear, actionable insights drive measurable operational improvements.
- Strong partnership and credibility with Operations, CX, and leadership teams.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (India)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
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