Job Description

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Quality Assurance Program Manager responsible for maintaining the highest level of Quality and Compliance.

Key Responsibilities:

Quality Assurance & Governance

- Uphold high-quality moderation standards across all BPOs to ensure consistency and excellence in service delivery.

- Develop, implement and continuously enhance a robust quality assurance framework aligned with evolving business needs and customer expectations.

- Ensure 100% auditing of DSAT cases by BPO teams and conduct Root Cause Analysis for DSAT cases for the leadership team.

- Perform Audit-the-Auditor checks to maintain QA compliance and standards within BPO teams.

- Participate in global and regional governance discussions to ensure uniformity of quality expectations, reporting, and issue escalation across markets.

Data Analysis & Process Improvement

- Conduct deep-dive root cause analysis on quality gaps to identify actionable insights and implement data-driven quality improvement initiatives.

- Define success metrics for quality programs and provide regular updates to the leadership team.

- Utilize data dashboards and reporting tools to track QA performance, agent-level compliance and operational readiness.

- Maintain structured documentation, risk logs, and reporting dashboards to support transparency and informed decision-making.

Project & Stakeholder Management

- Lead and manage quality-related projects end-to-end: scoping, planning, stakeholder engagement, execution and post-mortem analysis.

- Drive timelines and track deliverables to ensure successful and timely implementation of quality initiatives.

- Collaborate with internal teams and external stakeholders to align on quality standards, workflow optimizations, and feedback loops.

- Lead BPO business reviews and actively participate in internal business reviews to provide actionable insights for decision-making.