General Manager Quality - Call center

Hexaware Technologies; Nagpur District; On-site; INR 1,400,000 - 1,800,000; Full time

Job summary

Hexaware Technologies is seeking a senior Quality Assurance leader to drive service delivery excellence for our e-commerce BPO call center operations. You will define and sustain a robust QA framework, manage SLAs and KPIs, and lead a team to achieve high client satisfaction.

You will collaborate with operations, client management, and quality teams to deliver consistent, high-quality services, and you will present improvement plans and performance insights during reviews.

Qualifications

• Graduation in any field.
• 18+ years total work experience in BPO, with 12+ years in transactional quality within e-commerce or BPO customer service.
• Strong knowledge of QA methodologies, tools and frameworks.
• Hands-on experience with e-commerce processes such as order management, returns, customer service and fraud detection.

Responsibilities

• Define, implement and maintain a robust quality management framework across all e-commerce BPO processes.
• Develop QA strategies, audits and performance improvement plans.
• Monitor SLAs, KPIs and customer satisfaction metrics; drive improvements.
• Conduct root-cause analysis and implement corrective actions.
• Lead and mentor a team of QA managers, analysts and specialists.
• Provide regular quality performance insights to senior leadership and clients.

Skills

Quality Management

Quality Assurance

SLA/KPI Management

Data Analysis

Leadership

Education

Graduation

Tools

QA Tools

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 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:

• 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.