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-