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Senior Quality Assurance Manager
TPDelhi, IN1 day ago
Job descriptionSupervise 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. 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. 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. 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.
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 :
Operational Excellence & Process Improvement :
Stakeholder & Client Management :
Reporting & Analytics :
Contact Lipika-8114915564
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Quality Assurance Manager • Delhi, IN
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