We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).
As a Customer Care Assistant Manager at Kohler, you will be responsible for managing the daily operations of our Customer Care department. You will oversee a team of customer care associates, ensuring that they provide excellent service to our end consumers. In this role, you will be responsible for setting goals and metrics, monitoring performance, and implementing strategies to improve customer experience. You will also work closely with other departments to ensure smooth operations and effective communication.
Role and Responsibility:
Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Kohler India products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.
Job Details:
- Job Title: Assistant Manager – Quality
- Department: Customer Service
- Location: Pune (ITC)
- Reporting To: Manager.
Role Overview:
Job Title: Assistant Manager– Quality (Contact Centre)
Location: Pune
Department: Quality Assurance
Reports to: Operations Head
Experience Required: 10+ Years in Quality Assurance in a Contact Centre Environment
Job Summary:
We are seeking a seasoned and quality-focused Assistant Manager – Quality to lead our Contact Centre quality assurance initiatives. The ideal candidate will have over 10 years of proven experience in a similar role, with deep expertise in designing quality frameworks, driving continuous improvement, and enhancing the overall customer experience through robust QA processes.
Key Responsibilities:
Quality Management: Oversee and continuously refine the quality assurance framework across all customer interactions – voice, email, chat, and digital.
Monitoring & Audits: Analyse quality interactions of Operations team; ensure timely and effective call audits, evaluations, and reporting.
Process Improvement: Analyze audit results to identify trends and systemic issues. Work closely with operations, training, and compliance teams to drive process enhancements.
Feedback Mechanisms: Facilitate timely and constructive feedback loops with agents and team leaders; recommend targeted coaching based on audit findings.
Client & Stakeholder Management: Interface with clients (internal or external) to present quality insights, drive improvement plans, and ensure alignment with SLAs and KPIs.
Reporting & Analytics: Deliver regular dashboards, trend analyses, and quality performance metrics to leadership teams.
Compliance & Standards: Ensure adherence to organizational and regulatory quality standards (e.g., ISO, COPC, etc.).
Team Development: Coach and mentor team members, promoting a culture of continuous learning and improvement.
Key Requirements:
Minimum of 10 years of experience in Quality Assurance within a Contact Centre/BPO/KPO setup.
At least 5 years in a team lead or assistant manager capacity.
Strong knowledge of quality tools and methodologies (e.g., Six Sigma, COPC, Root Cause Analysis).
Proficient in using QA tools and reporting systems (e.g., NICE, Verint, Calabrio, Tableau, Excel, Power BI).
Excellent communication, interpersonal, and stakeholder management skills.
Analytical mindset with attention to detail and a proactive problem-solving approach.
Experience working with diverse teams in high-volume, multi-channel contact centre environments.
Preferred Qualifications:
Graduate/Postgraduate in any discipline.
Certifications in Quality (e.g., Six Sigma Green/Black Belt, COPC) are highly desirable but not mandatory.
Exposure to global service delivery or offshore client management is a plus.
Working Conditions
- Full-time role based in Pune (ITC).
- Requires 6-day work week with rotational weekly offs.
- Role operates in a 24/7 environment, requiring flexibility for:
- Early morning / late evening shifts
- Weekend and holiday coverage
- Occasional overtime based on business needs
Organizational Relationships
- Regular interaction with cross-functional stakeholders across Kohler business verticals.
- Frequent engagement with internal leadership teams to align on training strategy and outcomes.
