Quality Assurance Manager

We're Hiring Manager - Quality International E-Commerce Process

Location: KolkataWorking Days: 5 Days a WeekShift: North America Shift

Key Responsibilities:

Lead the Quality function for the International E-Commerce verticalDrive quality frameworks, audits, calibrations, and governanceAnalyze performance data to identify improvement areas and implement action plansPartner with Operations & Training teams to improve CSAT, FCR, and KPIsConduct RCA (Root Cause Analysis) and implement corrective/preventive measuresMentor and develop the Quality team to achieve business goalsEnsure compliance with client and organizational standards

Desired Candidate Profile:

Proven experience in Quality leadership role in International BPO/E-Commerce processStrong understanding of Quality tools, Six Sigma methodologies (preferred)Excellent stakeholder management and client communication skillsStrong analytical and data interpretation skillsExperience managing North America clients/processes preferredAbility to work in North America shifts