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.
