General Manager - Quality -BPS

Job Responsibilities :

(Must have)

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.

Job Responsibilities :

(Desired)

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 :

(Must have)

• Minimum 18 years of work experience in BPO industry

• 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.

Criteria :

(Desired)

Leadership: Ability to inspire and manage large teams while driving quality improvements.

• Analytical Thinking: Proficient in analyzing data to identify trends, issues, and improvement opportunities.

• Customer-Centricity: Passionate about delivering superior customer experiences.

• Communication: Excellent written and verbal communication skills for engaging with clients and stakeholders.

• Adaptability: Thrive in a fast-paced, dynamic e-commerce environment.

• Project Management: Skilled in planning, prioritizing, and executing complex projects within deadlines

Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.

Shifts timings:

Flexible to work in shifts