JobScans.in

Job description

**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.