General Manager - Transactional Quality (BPO) - Nagpur/Bhopal/Chennai

Job description

The General Manager-Quality will be responsible for managing the entire customer service business for a larger client in Nagpur, Bhopal and Coimbatore locations, with a prior strong transactional quality management experience, people management skills, and proficiency in Six Sigma methodologies. The successful candidate will oversee a team of 70 to 100 Quality Analysts across multiple locations **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, fostering 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. **Preferred candidate profile** - Graduate/Post graduate - Minimum 15 years of relevant work experience in BPO industry with proven track record of 12+ years in service quality management - Strong understanding of quality assurance methodologies, tools, and frameworks. Expertise in data analysis, reporting, and deriving actionable insights - Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection Preference - Diversity Interested candidates feel free to share your resume to vrushalid@hexaware.com