Customer Service Domestic Voice Manager-BPS at Hexaware in India, IN

To lead and drive excellent service delivery for our e-commerce BPO 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 : (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. • Present quality performance insights and improvement plans to senior leadership and clients during regular reviews.
Job Responsibilities : (Desired)	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)	• 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