Work Location - Nagpur/Bhopal

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 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:
Any Graduation
Minimum 18 years of overall work experience in BPO industry, includes 12+ years in transactional quality preferably within e-commerce or any BPO customer service process
Solid 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 settings.
Expertise in data analysis, reporting, and deriving actionable insights.

📌 General Manager Quality Call Center Nagpur (India)
🏢 Hexaware Technologies
📍 India