Job Description

Job Responsibilities

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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.

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.

Criteria

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(Must have)

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

Criteria

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(Desired)

Leadership: Ability to inspire and manage large teams while driving quality improvements. * Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.