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Job description

**Job Responsibilities** : ( **Must have** ) **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. **Job Responsibilities** : **(Desired)** **Customer Experience Focus:** - Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores. - Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain. **Criteria** : **(Must have)** - Minimum 12 years of relevant work experience in BPO industry with hands-on exposure working in a transactional quality role preferably within e-commerce or other industry focused on customer service for domestic processes - Strong understanding of quality assurance methodologies, tools, and frameworks. - Familiarity with SLA and KPI management in high-volume customer-facing environments. - Expertise in data analysis, reporting, and deriving actionable insights. **Criteria** : **(Desired)** - Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection. - Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.