Senior Quality Assurance Manager

3 weeks ago

Hyderabad, India TP Full time

Key Responsibilities:


- Lead and oversee a large team of Tier 3 support agents to ensure productivity and compliance are maintained at high levels.

- Define key performance indicators (KPIs), service level agreements (SLAs), and quality benchmarks to drive operational excellence.

- Conduct regular team reviews, provide coaching, and conduct performance assessments to uphold superior service standards.


Trust & Safety Compliance & Policy Enforcement:


- Supervise the review and enforcement of E-commerce - Marketplace Store policies to ensure compliance standards are met.

- Manage escalations and high-risk cases, collaborating with policy, legal, and product teams for resolutions.

- Identify trends in policy violations, fraud detection, and abuse prevention, implementing risk mitigation strategies.


Operational Excellence & Process Improvement:


- Spearhead continuous process enhancements to boost efficiency and accuracy in case handling.

- Introduce automation and workflow improvements to optimize support operations.

- Work with Quality, Training, and Product teams to enhance support frameworks collaboratively.


Stakeholder & Client Management:


- Serve as a primary point of contact between internal stakeholders, policy teams, and external partners.

- Communicate operational updates, trends, and process enhancements to senior leadership.

- Ensure alignment with global Trust & Safety strategies and compliance standards.


Reporting & Analytics:


- Monitor and analyze operational metrics, policy compliance trends, and agent performance.

- Provide weekly/monthly reports offering insights on Trust & Safety enforcement impact.

- Utilize data-driven decision-making to elevate service delivery and policy enforcement.


Contact Lipika-

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