Head of Quality - Customer Support

We are seeking a Head of Quality to lead and manage the quality assurance and improvement initiatives for our Customer Support organization. This leadership role will be responsible for designing and executing customer service quality programs that drive performance, operational efficiency, and customer satisfaction. As the Head of Quality Programs, you will work closely with key stakeholders across the organization to build and refine processes that ensure the highest standards of service delivery for our customers.

Responsibilities:

• Quality Strategy Leadership: Develop and execute a comprehensive quality program strategy that supports business goals, ensuring the delivery of world-class customer support experiences in alignment with company objectives.
• Program Development & Management: Design, implement, and manage end-to-end quality programs that drive measurable improvements in customer service performance and enable scalable, fair, effective and statistically relevant quality processes for Customer Support. This includes setting quality standards, defining success metrics, and monitoring program effectiveness. While establishing and maintaining rigorous audit and review processes to guarantee adherence to quality guidelines.
• Cross-Functional Collaboration: Partner with key stakeholders, including Customer Support Operations, Product, Engineering, and other relevant departments, to align on quality expectations, identify opportunities for process improvements, and resolve customer pain points.
• Performance Monitoring & Reporting: Leverage data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed reporting and visual dashboards to inform decision-making at all levels.
• Continuous Improvement: Lead initiatives aimed at improving overall quality in customer interactions, process efficiency, and the resolution of customer issues. Implement best practices, frameworks, and methodologies to ensure the consistency and sustainability of quality initiatives (e.g., Lean, Six Sigma, Kaizen). Stay up-to-date with the latest industry trends, emerging technologies, and customer service best practices. Drive innovation in quality programs and explore new tools, platforms, and approaches to improve customer support at scale.
• Training & Development: Support the training team in designing programs and partner with technical project management team in evolving performance support tools to ensure all customer support staff are well-equipped with the knowledge, skills, and processes needed to meet quality standards. Ensure continuous development to maintain a high level of service excellence.
• Customer Feedback & Insights: Act as the voice of the customer by collecting, analyzing, and applying customer feedback to enhance service quality and overall support experience. Work with cross functional partners to identify and address recurring issues affecting customers.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.
• 5+ years of experience in customer support or quality management, with at least 5 years in a leadership role.
• Extensive experience in designing and executing quality programs, including performance measurement, process optimization, and continuous improvement initiatives.
• Experience in compliance requirements with internal and external quality standards, regulatory requirements, and best practices within the customer support function.
• Experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
• Strong analytical and problem-solving skills, with the ability to derive insights from data to drive actionable decisions.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage with both senior leaders and cross-functional teams.
• Proven track record of driving operational excellence and customer satisfaction improvements in a fast-paced, technology-driven environment.

Preferred Qualifications

• Experience in the technology industry, particularly in a SaaS or tech support environment.
• Expertise in quality methodologies, such as Six Sigma, Lean, or other process improvement frameworks.
• Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics tools (e.g., Tableau, Power BI).
• Familiarity with AI and automation tools used in customer support and service quality programs.