General Manager - Quality

Job description

To lead and drive excellent service delivery for our e-commerce BPO 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. Role & 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. Customer Experience Focus: • Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores. • Proactively address customer pain points through feedback analysis and service refinement. • Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain. Preferred candidate profile • Any Graduation • Minimum 18 years of work experience in BPO industry with 12+ years in transactional quality preferably within e-commerce or other customer service-focused industry • Strong understanding of quality assurance methodologies, tools, and frameworks. • Familiarity with SLA and KPI management in high-volume customer-facing environments. • Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus. Interested candidates please feel free to share your resume to vijayr17@hexaware.com