
Senior Quality Assurance Manager
3 weeks ago
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.
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