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.
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 international 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.
Skills Required
- Experience designing and implementing quality assurance strategies and frameworks in a BPO or call center environment
- Experience monitoring and evaluating calls, emails, chats, and back-office transactions using scorecards and quality parameters
- Experience establishing and running calibration programs to ensure scoring consistency across quality analysts and operations teams
- Ability to set quality benchmarks, performance targets, and drive continuous improvement initiatives
- Experience collaborating with Operations, Training, and Client stakeholders to improve customer satisfaction and ensure compliance with client standards
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
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