Job Responsibilities :
(Must have)

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.
• Present quality performance insights and improvement plans to senior leadership and clients during regular reviews.

Job Responsibilities :
(Desired)

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.

Criteria :
(Must have)

• Minimum 18 years of work experience in BPO industry
• 12+ years in tra

📌 General Manager (India)
🏢 Hexaware
📍 India