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 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.

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 - Quality - BPO