Description

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 innovative 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 transactional quality preferably within e-commerce BPO or a customer-focused industry
- Strong understanding of quality assurance methodologies, tools, and frameworks.
- Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection.
- Familiarity with SLA and KPI management in high-volume customer-facing environments.
- Expertise in data analysis, reporting, and deriving actionable insights.

Criteria

(Desired)

Leadership: Ability to inspire and manage large teams while driving quality improvements.

- Analytical Thinking: Proficient in analyzing data to identify trends, issues, and improvement opportunities.
- Customer-Centricity: Passionate about delivering superior customer experiences.
- Communication: Excellent written and verbal communication skills for engaging with clients and stakeholders.
- Adaptability: Thrive in a fast-paced, dynamic e-commerce environment.
- Project Management: Skilled in planning, prioritizing, and executing complex projects within deadlines

Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a robust plus.

Shifts timings:

Flexible to work in shifts

📌 General Manager - Quality -BPS (India)
🏢 Hexaware
📍 India