Role:
To lead Inbound call center Quality assurance function 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.

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 cutting-edge 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.
Criteria:
Any Graduation
Minimum 12 years of relevant experience in the BPO industry, including at least 1 year in a Senior Manager–level Transactional Quality role. Proven hands-on expertise in managing quality operations, preferably within the e-commerce sector or other industry focused on

📌 Senior Manager Quality (Chennai)
🏢 Hexaware Technologies
📍 Chennai