Quality & Customer Experience Supervisor

Process and Communication Trainer

Job Summary:
We are seeking a dynamic and detail-oriented Process and Communication expert to support our technical support operations. This dual-role professional will be responsible for strengthening communication effectiveness among technical support agents and ensuring high-quality customer interactions across support channels (voice, email). The ideal candidate will have a strong grasp of global English standards, experience in a support process, and a passion for coaching and quality.

Key Responsibilities:
Voice & Accent (V&A) Responsibilities:
• Conduct V&A screening for new hires to ensure suitability for global technical support communication
• Deliver structured V&A modules during new hire training, focusing on fundamental skills of Customer service, Communication, Culture and Comprehension
• Design, develop, and create a variety of instructional materials and job aids in accordance with identified needs
• Support business with need-based OJT support – coaching and refresher training
• Conduct call and email case audits, providing effective feedback on individual strengths and areas for improvement
• Track communication-related errors linked to support miscommunication and create action plans
• Share regular reports on training impact and readiness with key stakeholders, ensuring alignment with business communication standards
Quality Assurance Responsibilities:
• Audit technical support interactions (calls, email) for quality parameters technical accuracy, structure problem resolution, process compliance
• Highlight recurring errors in troubleshooting, escalation handling, and customer experience
• Deliver detailed feedback to agents and follow up on action plans
• Publish weekly / monthly quality dashboards with insights and recommendations
• Conduct RCA (Root Cause Analysis) and drive continuous improvement based on trend analysis
• Participate in internal/external calibrations and ensure alignment on quality expectations.

Qualifications & Experience:
• Graduate in any discipline
• 4-6 years of BPO or technical support experience, with minimum 3 years in a QA role
• Exposure to international technical support processes (US/UK/Global)
• Working knowledge of technical support workflows, ticketing tools (ServiceNow, Salesforce, etc.), and call quality parameters
• Advanced Excel and reporting skills; familiarity with QA tools

Key Competencies:
• Strong English communication with neutral accent and technical fluency
• Solid understanding of technical support terminology, troubleshooting flow, and customer pain points
• Coaching mindset with the ability to give constructive, solution-focused feedback
• High attention to detail, analytical thinking, and process adherence
• Strong collaboration skills
• Ability to work under pressure and handle high-volume environments
Johnson Controls is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.