Senior Manager - Quality - BPS

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.

Job Responsibilities :

(Desired)

Customer Experience Focus:

- Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores.

- Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain.

Criteria :