Lead the Quality function for the International E-Commerce vertical Drive quality frameworks, audits, calibrations, and governance Analyze performance data to identify improvement areas and implement action plans Partner with Operations & Training teams to improve CSAT, FCR, and KPIs Conduct RCA (Root Cause Analysis) and implement corrective/preventive measures Mentor and develop the Quality team to achieve business goals Ensure compliance with client and organizational standards
Desired Candidate Profile
Proven experience in Quality leadership role in International BPO/E-Commerce process Strong understanding of Quality tools, Six Sigma methodologies (preferred) Excellent stakeholder management and client communication skills Solid analytical and data interpretation skills Experience managing North America clients/processes preferred Ability to work in North America shifts