Client Success, Quality & Compliance Manager

DTECH Centrix Plus Limited is seeking a highly organized Client Success, Quality & Compliance Manager to oversee client satisfaction, service quality, and compliance processes. The role focuses on ensuring excellent client experiences, enforcing standards, and improving operational performance across teams.

• Monitor and review client communications for accuracy and professionalism
• Act as escalation point for client issues and resolve complaints promptly
• Conduct client check-ins and gather structured feedback on satisfaction
• Audit employee deliverables for quality, accuracy, and timeliness
• Develop and enforce service-level agreements (SLAs)
• Track employee performance using KPIs and provide feedback to management
• Ensure compliance with company policies, contracts, and regulations
• Manage refund escalation and approval processes
• Train staff on communication standards and compliance procedures
• Identify compliance risks and implement corrective actions

• Bachelor’s degree in Business Administration, Operations, Compliance, or related field (Master’s preferred)
• 4+ years’ experience in client success, compliance, or quality assurance
• Strong knowledge of compliance and risk management principles
• Excellent communication and conflict resolution skills
• Strong analytical and reporting abilities
• Experience in consulting, coaching, or service-based organizations is an advantage 

Key Performance Indicators (KPIs)

• Reduced refund requests and escalations
• Improved client satisfaction scores
• High percentage of timely task delivery by employees
• Compliance rate of audited communications
• Reduction in compliance violations

None