Senior Manager - Quality - BPS

Job 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.

 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 :

(Must have)

• Minimum 12 years of relevant work experience in BPO industry with hands-on exposure working in a transactional quality role preferably within e-commerce or other industry focused on customer service for international processes

• Strong understanding of quality assurance methodologies, tools, and frameworks.

• Familiarity with SLA and KPI management in high-volume customer-facing environments.

• Expertise in data analysis, reporting, and deriving actionable insights.

Criteria :

(Desired)

• Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection.

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