General Manager - Quality -BPS

(Must have)

• Minimum 18 years of work experience in BPO industry
• 12+ years in transactional quality preferably within e-commerce BPO or a customer-focused industry
• 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.
• Criteria:
• (Desired)
• Leadership: Ability to inspire and manage large teams while driving quality improvements.
• Analytical Thinking: Proficient in analyzing data to identify trends, issues, and improvement opportunities.
• Customer-Centricity: Passionate about delivering superior customer experiences.
• Communication: Excellent written and verbal communication skills for engaging with clients and stakeholders.
• Adaptability: Thrive in a fast-paced, dynamic e-commerce environment.
• Project Management: Skilled in planning, prioritizing, and executing complex projects within deadlines
• Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.
• Shifts timings:
• Flexible to work in shifts