Senior Manager- QA (Customer Service)

🧑Senior Manager – Quality (ecommerce Voice Process)

Location- Pune

Key Responsibilities:

Lead the Quality function for International ecommerce customer service Voice Operations.

Drive Quality Assurance, Compliance, CSAT, and Process Improvement initiatives.

Conduct RCA, Quality Analytics, Calibration, and Governance Reviews.

Collaborate with Operations, Training, and Process Excellence teams.

Lead and mentor Quality Managers, Team Leads, and QA teams.

Monitor QA Scores, CSAT, FCR, AHT, Compliance, and Audit Metrics.

Drive Automation and Continuous Improvement initiatives.

Key Requirements:

10–15 years of overall experience with 5+ years in Quality Leadership.

Mandatory experience in International ecommerce customer service Process.