Manager - Quality - eCommerce

We have an urgent requirement of Quality Manager for one of the biggest ecommerce for Gurgaon.

Job Description - Quality Manager

- Supervise & manage team of quality executives & Supervisors

- Establishing, implementing & maintaining QA framework across all departments.

- Ensuring audits are done for all departments as per defined frequency.

- Keeping a track of feedbacks to associates and effectiveness to ensure exceptional service delivery.

- Own the development of robust quality feedback loops into training, analytics, and process to drive continuous improvement.

- Planning and implementing Quality related training programs.

- To ensure that End to End process manual is proactively updated to reflect enhancements and improvements that are agreed from time to time.

- Implement new ways to improve customer as well as vendor satisfaction.

- Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes.

- Develop, maintain and improve quality system standards, procedures and controls to ensure processes and products meet standards.

- To improve and promote quality on process level by reducing errors and maintains accuracy.

- Role Based-Performance Score Cards: Design & Automate process performance score cards

- Regular performance review of quality objectives / targets / metrics to ensure its suitability, adequacy and effectiveness for internal teams as well as business partners.

- Data Analysis Strong Analytical skills with an ability to draw conclusions from data(Error Analysis and Root Cause Conduct RCA's / studies to identify reason for customer dissatisfaction / process failure and suggest actions.

- Identify and drive process improvement initiatives across departments.

- Regular reporting to higher management

Desired Candidate Profile :

- Graduate/ Post graduate with minimum 8 years of transactional Quality experience.

- Exposure to voice & non voice transactional Quality.

- Ability to get out of the box ideas and Process Improvement Initiatives.

- Drive robust action planning and interventions to meet and exceed client metrics

- Should have good team handling exposure

Essential Skills / Expertise required:

- People Management skills

- Ability to drive initiatives to closure

- Ability to deal with all levels of employees

- Ability to provide leadership, direction and motivation to build high performing teams

Analytical Skills / Quantitative skills :

- Excellent Communication skills

- Data Handling / data interpretation

- Needs to have good working knowledge of Transaction Quality systems, tools and technologies.

- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

- Detail oriented, Strong organizational skills, Presentation skills.

Salary Offered : 8 - 15 LPA

Sonal Singh