Manager CX Quality, Audits & Support Operations

Job Description

Manager – CX Quality, Audits & Support Operations

Department: Customer Experience

Location: Delhi NCR / Noida

Work Mode: Office + On-ground Site Visits

Experience: 4–7 years preferred

Industry Preference: Hospitality, Co-living, Student Housing, Facility Management, Real Estate Operations, Customer Experience, Service Quality, BPO Quality, Hotels

About the Role

This role is a combination of customer support supervision, service quality monitoring, site audits, complaint quality checks, resident feedback, SOP compliance, training, reporting, and process improvement.

The person will be responsible for ensuring that the customer support team handles resident issues professionally, complaints are resolved within defined timelines, property teams follow service standards, and residents receive a consistent and high-quality experience.

This is not a desk-only role. The person should be comfortable visiting properties, speaking with residents, auditing ground-level services, identifying gaps, and coordinating with internal teams for closure.

Key Responsibilities

1. Customer Support Quality & Team Supervision

• Monitor the Delhi customer support team's daily complaint handling, resident communication, follow-ups, and escalation management.
• Review the quality of calls, WhatsApp messages, emails, complaint remarks, and closure notes.
• Ensure all resident complaints are acknowledged, assigned, followed up, escalated, and closed as per defined TAT.
• Track open, overdue, reopened, repeated, and escalated complaints on a regular basis.
• Identify gaps in support team performance and provide coaching, feedback, and process guidance.
• Ensure the team follows communication standards, escalation matrix, complaint closure process, and service tone.
• Validate whether complaints are closed only after actual resolution and resident confirmation wherever required.

2. Site Audits & Service Quality Checks

• Conduct regular audits across Delhi NCR properties to check overall service quality and resident experience.
• Audit housekeeping, hygiene, maintenance, F&B, common areas, rooms, reception, security, staff behaviour, complaint handling, and resident touchpoints.
• Verify whether property teams are following SOPs, checklists, service standards, grooming standards, and escalation processes.
• Identify operational gaps that directly impact resident satisfaction.
• Prepare structured audit reports with photos, observations, ratings, risk areas, action owners, and closure timelines.
• Conduct surprise audits wherever required to check actual ground-level service standards.

3. Complaint & Escalation Audit

• Audit complaint assignment, ageing, TAT breaches, closure quality, reopened cases, and unresolved issues.
• Identify whether issues are stuck due to Operations, Maintenance, F&B, Housekeeping, Security, or Support team delays.
• Check whether complaint remarks are accurate, complete, and useful for future tracking.
• Validate high-priority or sensitive complaint closures directly with residents.
• Highlight repeated issues and root causes to CX and Operations leadership.
• Ensure corrective actions are tracked until final closure.

4. CX Training & Quality Calibration

• Train customer support executives on call quality, WhatsApp tone, email communication, complaint remarks, escalation language, and closure communication.
• Conduct weekly quality calibration sessions with the CX team.
• Create standard response templates for common resident issues.
• Improve communication consistency across calls, WhatsApp, email, and complaint closure messages.
• Support new team members with process training, complaint handling standards, and escalation protocols.
• Share regular feedback with the support team based on quality audits and resident feedback.

5. Mystery Audit / Resident Journey Audit

• Conduct mystery audits for key resident journey touchpoints such as onboarding, complaint raising, food feedback, room service, resident communication, and exit process.
• Check whether the actual resident experience matches company SOPs and defined service standards.
• Identify gaps between documented processes and actual on-ground execution.
• Share improvement points with CX, Operations, F&B, Maintenance, and Property teams.
• Recommend corrective actions to improve the overall resident journey.

6. Property Quality Scorecard

• Create and maintain a monthly property quality scorecard based on complaints, audit findings, resident feedback, hygiene, maintenance, F&B, staff behaviour, and SOP compliance.
• Rank properties on service quality and highlight best-performing and bottom-performing sites.
• Track quality improvement property-wise over time.
• Identify properties requiring urgent intervention due to low audit scores, repeated complaints, or poor resident feedback.
• Share property-wise quality reports with clear observations, action owners, and timelines.

7. Root Cause Analysis

• Identify why complaints are repeating across properties or service categories.
• Break recurring issues into clear root causes such as manpower gap, vendor delay, poor follow-up, maintenance delay, staff behaviour, food quality, housekeeping gap, process gap, or system gap.
• Recommend preventive actions instead of only fixing complaints after they happen.
• Work with concerned departments to close root causes and reduce repeat complaints.
• Track whether implemented corrective actions are actually improving resident experience.

8. Resident Recovery Process

• Call residents after serious complaints, low ratings, escalations, or repeated unresolved issues.
• Understand resident dissatisfaction and create a recovery plan before the issue escalates further.
• Coordinate with property teams to ensure genuine closure of critical resident concerns.
• Help reduce negative reviews, resident dissatisfaction, and avoidable exits.
• Support retention by ensuring unhappy residents receive timely attention and resolution.

9. Online Reputation Support

• Track Google reviews, resident reviews, low feedback cases, escalation comments, and negative resident sentiment.
• Coordinate with property teams to resolve genuine issues behind negative reviews.
• Identify common themes from online and offline feedback.
• Support the team in improving property-level reputation and resident satisfaction.
• Escalate serious reputation risks to CX and Operations leadership.

10. Pre-Opening Quality Checks

• Conduct CX-led quality checks before any new property launch.
• Audit rooms, common areas, housekeeping readiness, maintenance status, onboarding desk, signage, support readiness, staff preparedness, and resident touchpoints.
• Create and maintain a launch-readiness checklist from a CX point of view.
• Highlight gaps before resident move-ins to avoid poor first experience.
• Coordinate with Operations, Projects, Housekeeping, Maintenance, F&B, and Support teams for pre-launch closure.

11. Resident Experience & Feedback

• Speak with residents during site visits to understand recurring issues, satisfaction levels, and service gaps.
• Track CSAT, NPS, complaint feedback, food feedback, onboarding feedback, and exit feedback.
• Identify properties with low satisfaction scores and prepare improvement plans.
• Convert resident feedback into actionable points for Operations, F&B, Maintenance, Housekeeping, and Support teams.
• Support initiatives that improve resident retention, complaint satisfaction, and service consistency.

12. SOP Compliance & Process Improvement

• Check whether CX and property-level SOPs are being followed on ground.
• Create and improve audit checklists, quality scorecards, call audit formats, complaint review formats, and closure validation formats.
• Recommend process improvements to reduce repeat complaints and improve resolution quality.
• Support training needs for customer support executives and property teams based on audit findings.
• Help standardize resident communication, escalation handling, complaint tagging, and closure protocols.

13. Reporting & Review

• Maintain trackers for complaint quality, site audit scores, pending action points, TAT breaches, repeat complaints, low ratings, and property-wise performance.
• Prepare weekly CX Quality & Audit reports for leadership.
• Share property-wise improvement areas with clear ownership and timelines.
• Present key findings in CX, Operations, and property review meetings.
• Track closure of audit observations and escalate delays wherever required.

Candidate Requirements

• 4–7 years of experience in customer experience, service quality, customer support quality, operations audit, hospitality, facility management, co-living, student housing, hotels, or service operations.
• Prior experience in handling customer support quality, complaint audits, site audits, service operations, or guest experience.
• Ability to supervise a customer support team and improve service discipline.
• Comfortable with regular site visits across Delhi NCR.
• Strong observation skills and ability to identify service gaps on ground.
• Good understanding of complaint TAT, escalation matrix, SOPs, quality audits, and service recovery.
• Strong reporting, documentation, and follow-up discipline.
• Ability to coordinate with Operations, F&B, Housekeeping, Maintenance, Security, and Property teams.
• Should be mature, assertive, process-driven, and customer-focused.
• Should be able to push teams for closure without creating unnecessary conflict.

Preferred Background

Candidates from the following backgrounds will be preferred:

• Hospitality / Hotels
• Co-living / Student Housing
• Facility Management
• Real Estate Operations
• Customer Support Quality
• BPO Quality Assurance
• Service Quality Audit
• Guest Experience
• Property Operations
• Operations Excellence

Role Summary

The Manager – CX Quality, Audits & Support Operations will be responsible for improving UniLiv's resident experience by supervising customer support quality, auditing property-level services, checking complaint closures, conducting resident journey audits, tracking service gaps, ensuring SOP compliance, and driving corrective actions with internal teams.