General Manager - Transactional Quality

Hexaware Technologies; Bhopal, Nagpur District, Chennai District; Sur place; INR 4 000 000 - 6 500 000; Plein temps

Résumé du poste

Hexaware Technologies in India seeks a General Manager-Quality to lead delivery for inbound customer service in ecommerce BPO, ensuring superior experiences by maintaining top quality standards and continuous improvement.

You will define QA frameworks, oversee audits, monitor SLAs/KPIs, and mentor a team of QA professionals, collaborating with clients and operations to align quality outcomes and drive automation.

Qualifications

• Graduate or postgraduate degree
• Minimum 15 years of relevant work experience in the BPO industry with proven track record of 12+ years in transactional quality management
• Strong understanding of quality assurance methodologies, tools, and frameworks; expertise in data analysis, reporting, and deriving actionable insights
• Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection

Responsabilités

• 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, lead, and mentor a team of QA managers, analysts, and specialists.
• Conduct regular training sessions to align teams with evolving customer expectations and quality standards.
• Collaborate with clients to understand their quality expectations and align service delivery accordingly.
• Present quality performance insights and improvement plans to senior leadership and clients during regular reviews.

Connaissances

Quality management

QA strategies

Data analysis

Leadership & mentoring

Process improvement

E-commerce order management

Returns & customer service

Fraud detection

Stakeholder collaboration

Formation

Graduate / Post graduate

Description du poste

The General Manager-Quality will lead and drive excellent service delivery for our inbound customer service 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.

Role & 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, fostering 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.

Preferred candidate profile

• Graduate/Post graduate
• Minimum 15 years of relevant work experience in BPO industry with proven track record of 12+ years in transactional quality management
• Strong understanding of quality assurance methodologies, tools, and frameworks. Expertise in data analysis, reporting, and deriving actionable insights
• Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection

Preference - Diversity