Responsibilities

• Ensuring the transactions by the associates are as per client guidelines
• Conduct root cause and other data analysis
• Participate as project team member in problem prevention and continuous improvement projects
• Identify improvement opportunities within the eCommerce environment
• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation
• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads
• Act as escalation point of contact for process questions, issues, and resolution
• Act as Subject Matter Expert (SME) for QA evaluations
• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA
• Coach the team on defect & design effective action plan if required
• Deep Dive & trend analysis on defects on ...