Strategic Program Manager - Support Quality, Training & Enablement

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the role:

We’re looking for a CX Program Manager, Support Quality, Training & Enablement to join our Customer Support team for one of our fintech engagement. In this role, you’ll help design, run, and improve the programs that raise support quality, strengthen agent capability, and create a more consistent customer experience across every support channel.

This role is about making sure every interaction across chat, email, phone, and other support channels meets the quality bar we set for ourselves.

This is not just a scorecard or compliance role. It is a program management role focused on quality improvement, training, coaching enablement, and operational consistency. You’ll turn quality data into actionable insight, partner closely with Team Leads and stakeholders across Support and CX and help define what great support looks like as we continue to scale.

This role is ideal for someone with prior Customer Experience or Support experience who knows how to improve quality through structure, feedback loops, training, and cross-functional execution. This is an individual contributor role with no direct reports, so success will come through influence, program ownership, and consistent follow-through.

Who you’ll be working with and reporting to

You’ll report to our Delivery head for the engagement and work closely with Support Team Leads, Support Operations, Enablement, Knowledge/Content teams, Customer Experience, Product, Engineering, and Data.

Our team is highly collaborative and focused on improving the customer experience through stronger support quality, better training, clearer standards, and scalable operating mechanisms. You’ll partner across teams to ensure that quality insights lead to meaningful coaching, training improvements, and operational change.

What you’ll be doing

As a CX Program Manager, Support Quality, Training & Enablement, you will:

• Own and run the support quality programs across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops.
• Build and improve QA processes that drive real performance improvement, not just monitoring and scoring.
• Partner with Support Team Leads to strengthen coaching loops, so QA findings translate into practical development for agents and measurable quality gains.
• Coordinate training and enablement programs that improve readiness, capability, consistency, and confidence across the support organization.
• Support onboarding and ongoing learning for support teams by helping define training needs, content priorities, reinforcement plans, and quality expectations.
• Analyze quality trends and support performance signals to identify what is working, what is not, and where the organization needs to invest.
• Surface recurring issues that go beyond support including product friction, bugs, process breakdowns, policy confusion, knowledge gaps, and customer effort drivers.
• Define and maintain what good looks like across channels and interaction types, evolving standards as per industry, customer expectations, and support motions change.
• Build reporting and dashboards that provide the right level of visibility to frontline leaders, support management, and cross-functional stakeholders.
• Run calibration sessions that keep scoring consistent, improve alignment, and create shared understanding of quality expectations.
• Help connect QA, training, and enablement into one operating model so insights, learning, and coaching reinforce one another.
• Contribute to broader CX programs tied to customer effort, service quality, readiness, consistency, and continuous improvement.

To put things into context

In this role you can expect to work on priorities such as:

• Maturing support QA into a more scalable and actionable program
• Improving quality standards across chat, email, phone, and other channels
• Strengthening calibration and scoring consistency
• Building tighter connections between QA findings and coaching actions
• Improving training and enablement for new and existing support team members
• Identifying recurring quality issues tied to product, process, policy, or knowledge gaps
• Improving reporting and visibility into support quality trends
• Helping define the support behaviors and experiences that drive better CSAT and customer confidence

You can expect to work across a tech environment that includes QA tooling, support platforms, LMS or enablement tools, knowledge systems, BI/reporting tools, workflow tools, and collaboration platforms.

Examples: Zendesk, Intercom, Playvox, Klaus, MaestroQA or similar, learning and content platforms, Looker/Tableau/Power BI, Jira/Asana, and Slack.

What you bring

You’ll thrive in this role if you have:

• Program management experience in Customer Support, Customer Experience, Quality Assurance, Training, Enablement, or Support Operations.
• Prior Customer Experience or Customer Support experience with a strong understanding of what drives quality, consistency, and customer trust.
• Experience running or supporting a QA program in a support environment, including scoring frameworks, calibration, feedback loops, and quality reporting.
• Experience building or coordinating training and enablement programes that improve team capability and performance.
• A strong analytical mindset and comfort working with quality data, support trends, and performance insights to identify priorities and root causes.
• Familiarity with QA tooling and support platforms such as Playvox, Klaus, MaestroQA, Zendesk, Intercom, or similar solutions.
• A sharp eye for what makes a customer interaction genuinely good — not just technically correct, but clear, useful, empathetic, and outcome-oriented.
• Strong cross-functional collaboration skills and the ability to influence Team Leads, frontline teams, and partner functions without direct authority.
• Clear, direct communication skills with the ability to translate quality metrics into insights and stories that resonate with different audiences.
• Strong organizational and execution skills with the ability to manage multiple workstreams and move programs forward in a scaling environment.

Nice to have

• Experience scaling QA, training, or enablement in a high-growth environment
• Familiarity with CSAT, NPS, CES, and how quality programs connect to customer satisfaction and customer effort
• Experience in fintech, SaaS, B2B technology, or operational support environments
• Background in BPO, outsourced support QA, or multi-site support models
• Experience with knowledge management, content reinforcement, or AI-assisted quality and coaching tools

Success in this role looks like

• Support quality standards are clear, trusted, and applied consistently.
• QA findings lead to better coaching, better training, and stronger frontline performance.
• Calibration processes improve scoring alignment and confidence in the program.
• Leaders have better visibility into quality trends, recurring issues, and areas of investment.
• Training and enablement are better connected to actual customer interaction needs.
• Support quality becomes a stronger driver of customer confidence, consistency, and satisfaction.

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.

All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.