Technical Support Quality Manager

What you'll do

• Define and implement end-to-end quality assurance framework for all support tiers.
• Lead Six Sigma improvement programs to reduce defect rates and escalations.
• Establish and track key performance indicators for customer support quality.
• Drive calibration and standardization across internal and outsourced support teams.
• Develop quality standards tailored for technical and partner support channels.
• Manage vendor and outsource partners' quality through contractual requirements.
• Create strategic roadmap for quality program investments and technology enablement.

What we're looking for

• Certified Six Sigma Black Belt with experience in quality transformation.
• Over 7 years of quality management or assurance experience in customer support.
• Experience leading and managing teams responsible for customer support operations.
• Ability to define and track KPIs/SLAs for large-scale support operations.
• Direct evaluation and improvement of technical support interactions across B2B and B2C channels.
• Establish and govern end-to-end quality frameworks, including scoring rubrics and audit methodologies.