To lead and drive excellent service delivery for our e-commerce BPO operations. This role focuses on ensuring superior customer experiences by maintaining the highest quality standards, implementing best practices, and fostering a culture of continuous improvement.

Role & responsibilities

Quality Management:

- Define, implement, and maintain a robust quality management framework across all e-commerce BPO processes.
- Develop and oversee quality assurance (QA) strategies, audits, and performance improvement plans.
- Monitor service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics to ensure compliance and optimal performance.
- Conduct root cause analysis for quality failures and implement corrective/preventive actions.

Process Improvement:

- Identify areas for process optimization and lead initiatives to enhance operational efficiency.
- Benchmark industry best practices and introduce creative methods to elevate service quality.
- Drive automation and technology integration to streamline workflows and reduce errors.

Team Leadership & Development:

- Build, lead, and mentor a team of QA managers, analysts, and specialists.
- Foster a culture of accountability, ownership, and excellence within the service quality team.
- Conduct regular training sessions to align teams with evolving customer expectations and quality standards.





Client & Stakeholder Collaboration:

- Collaborate with clients to understand their quality expectations and align service delivery accordingly.
- Act as a key liaison between operations, client management teams, and quality assurance to ensure consistent delivery of high-quality services.
- Present quality performance insights and improvement plans to senior leadership and clients during regular reviews.

Customer Experience Focus:

- Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores.
- Proactively address customer pain points through feedback analysis and service refinement.
- Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain.

Preferred candidate profile

- Any Graduation
- Minimum 18 years of work experience in BPO industry with 12+ years in transactional quality preferably within e-commerce or other customer service-focused industry
- Strong understanding of quality assurance methodologies, tools, and frameworks.
- Familiarity with SLA and KPI management in high-volume customer-facing environments.
- Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.

Interested candidates please feel free to share your resume to [email protected]

📌 General Manager - Quality (Madhya Pradesh)
🏢 Hexaware Technologies
📍 Madhya Pradesh