Key Responsibilities

Quality Strategy &

- Governance

- Design and own the end-to-end quality framework for the e-commerce account, including audit methodology, calibration cadence, and quality scorecards.

- Partner with Operations, Training, and Client stakeholders to identify process gaps and design targeted quality interventions.

- Continuously update quality parameters in line with evolving client processes, platform changes, policy updates, and seasonal/peak business requirements (e.g., sale events, festive season surge).

Team &

- Stakeholder Management

- Lead, mentor, and manage a team of Quality Analysts/Assistant Managers-Quality across batches and shifts.

- Drive auditor certification, calibration, and capability-building programs to ensure consistent audit standards.

- Act as the key quality SPOC for client business reviews (WBR/MBR/QBR) related to quality performance and compliance metrics.

Audit &

- Compliance Management

- Own the audit planning and execution cycle, including transaction monitoring, side-by-side audits, and RCA for defects.

- Monitor and improve key quality metrics: Quality Score, CSAT, NPS, FCR, AHT, Error Rate, and Defect Trends.

- Drive corrective and preventive action (CAPA) plans to reduce repeat errors and improve first-time-right performance.

Training &

- Performance Linkage

- Work closely with the Training team to translate quality trends into targeted coaching and refresher training plans.

- Conduct Root Cause Analysis (RCA) periodically and design process/quality improvement initiatives to close identified gaps.

- Track post-audit performance of agents and drive corrective action for underperformers.

Process Improvement &

- Six Sigma

- Identify and lead Six Sigma/process improvement projects to enhance quality, reduce defects, and improve efficiency.

- Leverage quality tools (Pareto, Fishbone, RCA, FMEA)



to drive data-backed decision making.

- Ensure quality processes are compliant with client guidelines, data security norms, and process SLAs.

Reporting &

- Governance

- Prepare and present quality dashboards, defect trend reports, and RCA for escalations to internal and client leadership.

- Ensure adherence to quality audit/compliance requirements and maintain documentation as per client/quality standards.

- Manage quality team resourcing, audit sampling plans, and calibration infrastructure.

Required Skills &

- Competencies

- Robust understanding of E-commerce/Marketplace operations (order lifecycle, returns/refunds, seller/buyer support, payments, logistics/last-mile, catalog/listing support, etc.).

- Proven experience managing large quality teams and high-volume audit cycles (voice/chat/email/back-office processes) in a BPO/ITES environment.

- Strong stakeholder management skills ability to work with Operations, Training, HR, and Client teams.

- Excellent analytical, root-cause analysis, and presentation skills.

- Data-driven approach with strong command over quality metrics, dashboards, and MS Excel/PowerPoint; exposure to Speech/Text Analytics tools is a plus.

- Strong communication skills (verbal and written) with the ability to influence and drive change across levels.

- Ability to work under pressure, manage multiple audit cycles simultaneously, and handle peak/seasonal volume surges.

- Certification in Six Sigma (Green Belt/Black Belt), COPC, or Quality Management will be an added advantage.

Qualifications

- Graduate/Postgraduate in any discipline (MBA preferred but not mandatory).

- 8+ years of overall BPO/ITES experience with at least 4 years in Quality management, of which 2+ years should be specifically in an E-commerce process.

- Prior experience of handling quality for a large e-commerce/retail client account is highly preferred.

📌 Senior Quality Manager (Pune)
🏢 Yunay Consultancy Services
📍 Pune