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