General Manager - Quality - BPO

Hexaware Technologies; Chennai; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Hexaware Technologies seeks a senior Quality Manager to lead service delivery for our e-commerce BPO call center operations from Chennai. You will drive a robust quality framework, oversee QA strategies, audits, and improvement actions, and ensure SLAs and KPIs are met in a high-volume, customer-facing environment.

You will mentor QA managers and analysts, collaborate with clients and operations teams, and champion data-driven insights to elevate customer experience and process efficiency.

Qualifications

• 18+ years total work experience with 12+ years in transactional quality, preferably in e-commerce BPO or customer-focused industries.
• 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.

Responsibilities

• Define, implement, and maintain a robust quality management framework across all e-commerce BPO processes.
• Develop and oversee QA strategies, audits, and performance improvement plans.
• Monitor SLAs, KPIs, and customer satisfaction metrics to ensure compliance and optimal performance.
• Conduct root cause analysis for quality failures and implement corrective/preventive actions.
• 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.
• Build and mentor a team of QA managers, analysts, and specialists.
• Foster accountability and excellence within the service quality team.
• Conduct regular training sessions to align teams with evolving customer expectations and quality standards.
• Collaborate with clients and internal teams to ensure high-quality service delivery.
• Present quality performance insights and improvement plans to senior leadership.

Skills

Quality management

QA frameworks

Data analysis

Stakeholder management

E-commerce processes

Job description

To lead and drive excellent service delivery for our e-commerce BPO Call center operations. This role focuses on ensuring superior customer experiences by maintaining the highest quality standards, implementing best practices, and fostering a culture of continuous improvement.

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.
• 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.

Criteria

• Overall 18 years of work experience includes 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.