Quality Manager (e-Commerce Social Media Account)

The Quality Manager is responsible for managing and driving quality performance for an e-commerce and social media account. This role ensures compliance with client and internal quality standards, leads quality teams, and partners with Operations and other stakeholders to continuously improve customer experience and overall account performance.

Key Responsibilities

• Manage day-to-day Quality Assurance operations for the assigned account.
• Ensure adherence to client-defined quality standards, KPIs, and service level agreements.
• Develop, implement, and maintain quality frameworks, audit tools, scorecards, and calibration processes.
• Lead regular calibration sessions to ensure scoring consistency and alignment.
• Analyze quality performance data, identify trends, and conduct root cause analysis.
• Create and drive action plans to address quality gaps and improve performance.
• Prepare and present quality perf...