General Manager Quality - Call center

Hexaware Technologies Limited; Nagpur District; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Hexaware Technologies Limited in Nagpur seeks a seasoned Quality Assurance leader to drive service delivery excellence for our e-commerce BPO call center operations. You will implement robust QA frameworks, oversee audits and performance improvement, and ensure superior customer experiences through continuous improvement.

The role requires 18+ years in BPO with 12+ years in transactional quality, strong QA methodologies, and hands-on e-commerce process experience.

Qualifications

• 18+ years total BPO experience with 12+ years in transactional quality in e-commerce or BPO customer service
• Graduation is required
• Strong understanding of QA 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 quality assurance 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.
• Drive automation and technology integration to streamline workflows and reduce errors.
• Build, lead, and mentor a team of QA managers, analysts, and specialists.
• Present quality performance insights and improvement plans to senior leadership and clients during reviews.

Skills

Quality assurance

Data analysis

SLA KPI management

Process improvement

Team leadership

E-commerce ops

Education

Graduation

Tools

QA tools

Job description

Work Location

Nagpur/Bhopal

Role:

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 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.

Criteria:

• Any Graduation
• Minimum 18 years of overall work experience in BPO industry, includes 12+ years in transactional quality preferably within e-commerce or any BPO customer service process
• 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.