Senior Quality Assurance Manager

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-8114915564