Customer Service Domestic Voice General Manager-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, 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.

Customer Experience Focus:

• Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores.
• Proactively address customer pain points through feedback analysis and service refinement.
• Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain.

Criteria :

(Must have)

• Graduate/Post graduate
• Minimum 15 years of relevant work experience in BPO industry with proven track record of 12+ years in service 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

Criteria :

(Desired)

• Leadership: Ability to inspire and manage large teams while driving quality improvements.
• Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.