Customer Service Domestic Voice Manager-BPS at HEXAWARE

, , India -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Quality Assurance, SLA Management, KPI Management, Root Cause Analysis, Process Optimization, Team Leadership, Data Analysis, Stakeholder Collaboration, Customer Experience Strategy, E-commerce Operations, Performance Improvement

Industry

IT Services and IT Consulting

Description

Job Responsibilities : (Must have) 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. * 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. Job Responsibilities : (Desired) Customer Experience Focus: * Develop strategies to enhance the customer journey and improve Customer Satisfaction (CSAT) scores. * Ensure a seamless and consistent experience across all touchpoints in the e-commerce value chain. Criteria : (Must have) * Minimum 12 years of relevant work experience in BPO industry with hands-on exposure working in a transactional quality role preferably within e-commerce or other industry focused on customer service for domestic processes * Strong understanding of quality assurance methodologies, tools, and frameworks. * Familiarity with SLA and KPI management in high-volume customer-facing environments. * Expertise in data analysis, reporting, and deriving actionable insights. Criteria : (Desired) * Hands-on experience with e-commerce processes such as order management, returns, customer service, and fraud detection. * Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.

Responsibilities

Lead and maintain a robust quality management framework for e-commerce BPO processes to ensure superior customer experiences. This includes overseeing QA strategies, driving process optimization, and mentoring a team of quality specialists.