Senior Manager

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.

• Relevant experience and qualifications for the Senior Manager role
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Willingness to be based in or relocate to Pune, India
• Alignment with Impetus Career Consultants's values and work culture
• Valid work authorisation for Pune, India

• Perform core duties associated with the Senior Manager position at Impetus Career Consultants
• Collaborate effectively with team members and management to achieve departmental goals
• Contribute to a positive and productive work environment in Pune, India
• Meet and exceed the performance targets set by Impetus Career Consultants
• Communicate proactively about project progress and any obstacles
• Continuously improve skills and stay up to date with industry best practices

• Competitive salary package commensurate with experience
• Performance-based bonuses and incentives
• Supportive and inclusive work environment at Impetus Career Consultants
• Opportunities for career growth and professional development
• Work with a talented and motivated team in Pune, India