We're Hiring || Manager – Quality || International E-Commerce Process
- Location: Kolkata
- Working Days: 5 Days a Week
- Shift: North America Shift
Key Responsibilities:
- Lead the Quality function for the International E-Commerce vertical
- Drive quality frameworks, audits, calibrations, and governance
- Analyze performance data to identify improvement areas and implement action plans
- Partner with Operations & Training teams to improve CSAT, FCR, and KPIs
- Conduct RCA (Root Cause Analysis) and implement corrective/preventive measures
- Mentor and develop the Quality team to achieve business goals
- Ensure compliance with client and organizational standards
Desired Candidate Profile:
- Proven experience in Quality leadership role in International BPO/E-Commerce process
- Strong understanding of Quality tools, Six Sigma methodologies (preferred)
- Excellent stakeholder management and client communication skills
- Strong analytical and data interpretation skills
- Experience managing North America clients/processes preferred
- Ability to work in North America shifts
