Role: To lead and drive excellent service delivery for our e-commerce BPO Call center 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. Job

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.
• Present quality performance insights and improvement plans to senior leadership and clients during regular reviews. Criteria:
• Graduate/Postgraduate
• Overall 18 years of work experience includes 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.

📌 General Manager (Chennai)
🏢 Hexaware Technologies
📍 Chennai