Quality Program Manager

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust. We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on. You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem. Quality Assurance & Governance - Develop, implement, and continuously enhance a comprehensive QA framework to ensure consistent service quality, compliance and operational excellence across all BPO partners. - Establish standardized quality governance mechanisms aligned with evolving business priorities and service delivery objectives. - Ensure 100% auditing coverage of DSAT cases by BPO teams with structured RCA to identify quality gaps and improvement opportunities. - Conduct ATA assessments and cross-BPO quality internal calibrations to strengthen audit accuracy, consistency and alignment with established quality standards. - Drive proactive quality management by identifying emerging risks, recurring defects and systemic issues before they significantly impact seller experience. - Participate in global and regional quality governance discussions to align quality standards, reporting mechanisms, and escalation processes across markets. AI Enablement & Quality Intelligence - Drive AI enablement within QA operations by enhancing AI capabilities for auditing, monitoring and analysis to improve audit efficiency, accuracy, scalability and coverage. - Partner with XFN to develop, pilot and optimize AI-powered auditing solutions, including automated quality assessments, defect detection and quality insights generation. - Leverage AI-driven analytics to proactively identify quality trends, recurring defects, agent-controllable opportunities and systemic gaps across service delivery operations. - Evaluate the effectiveness of AI-enabled QA solutions through defined success metrics, ensuring continuous improvement in audit accuracy, operational efficiency and actionable insights. - Drive the transformation of QA from traditional reactive auditing toward a proactive, AI-driven quality management framework. Quality Analysis & Continuous Improvement - Conduct RCA to identify agent-controllable and non-agent-controllable quality gaps and trends, translating insights into actionable improvement opportunities. - Partner with Partner Operations Manager and the BPO teams to address agent-controllable issues through targeted coaching, training and corrective actions. - Collaborate with XFN teams to drive systemic improvements across SOPs, processes, products, policies, and tooling to enhance seller experience and reduce recurring defects. - Leverage data analytics and AI-driven insights to proactively identify quality risks, monitor trends and measure improvement effectiveness. - Establish structured feedback loops and governance mechanisms to ensure accountability, timely resolution, and sustainable quality improvements. Flexibility - Work across different time zones as required by business needs, including coordination with global and regional teams, BPO partners and cross-functional stakeholders.

Qualifications

Minimum Qualification(s): - Bachelor's degree or equivalent practical experience. - Proven experience in quality governance or continuous improvement. - Experience or strong interest in AI-enabled quality assurance, automated auditing, AI analytics, or quality intelligence solutions. - Strong analytical and problem-solving skills, with the ability to diagnose human-controllable and systemic quality issues and translate findings into actionable improvements. - Strong project management and stakeholder engagement skills, with the ability to influence both technical and non-technical teams. - Comfortable navigating fast-paced, high-growth environments and managing multiple priorities. Preferred Qualification(s): - Experience within a BPO or large-scale operations environment is preferred. - Prior hands-on experience in BPO quality assurance, quality calibration and RCA is a strong advantage. - Experience in e-Commerce marketplace platforms, operations or technology-driven service environments is a plus.

Job Information