(Support ops) Customer Support Quality Manager / Training

Multiplier
Pune
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Communication","Coaching","Stakeholder management","Data-driven mindset"]

Own and elevate customer support quality, consistency, and effectiveness within Support Operations. Define evaluation criteria, scorecards, and audit processes; run quality reviews across tickets, chat, and calls; and identify trends, root causes, and coaching opportunities. Build onboarding and ongoing training programs and role-based learning paths that evolve with product and policy changes. Track QA and training metrics (e.g., CSAT impact, error rates, reopens) and partner cross-functionally to keep teams ready for launches.

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FursaFursa
Multiplier
Multiplier
1 month ago

(Support ops) Customer Support Quality Manager / Training

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own and elevate customer support quality, consistency, and effectiveness within Support Operations. Define evaluation criteria, scorecards, and audit processes; run quality reviews across tickets, chat, and calls; and identify trends, root causes, and coaching opportunities. Build onboarding and ongoing training programs and role-based learning paths that evolve with product and policy changes. Track QA and training metrics (e.g., CSAT impact, error rates, reopens) and partner cross-functionally to keep teams ready for launches.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Define and own a support quality framework, including evaluation criteria, scorecards, and audit processes.
  • •Conduct regular quality reviews across tickets, chat, and calls to ensure accuracy, tone, and policy adherence.
  • •Design and deliver onboarding and ongoing training programs, including role-based training paths for product, processes, tools, and communication.
  • •Support team leads with coaching frameworks, calibration sessions, and enablement to reduce repeat errors, escalations, and reopens.
  • •Track and report quality and training metrics (QA scores, CSAT impact, error rates, reopens, time-to-proficiency, training completion) and use data to prioritize initiatives.

Key Requirements

  • •6–9+ years of experience in customer support, quality assurance, training, or support operations.
  • •Proven experience owning support quality programs and training frameworks.
  • •Strong understanding of frontline support workflows and customer experience best practices.
  • •Experience partnering with support managers and team leads.
  • •Excellent communication, coaching, and stakeholder management skills.
Experience:6+ years
Skills:CommunicationCoachingStakeholder managementData-driven mindset
Tech Stack:ZendeskSalesforce

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor