Tech Stack

Description

You will lead a frontline team, focusing on operational delivery, performance management, and project expertise. Your role involves coaching, data-driven decision-making, and continuous improvement to drive quality, productivity, and engagement.

Requirements

• Deep mastery of client expectations, workflows, and project documentation
• Understanding of quality thresholds, calibration requirements, and escalation pathways
• Experience in performance management and coaching
• Flexibility to work shifts and weekends based on team roster

Responsibilities

• Track project and individual performance using business software (e.g., Zoho, Looker, BI dashboards)
• Ensure achievement of quality, productivity, and adherence KPIs
• Prepare and maintain daily, weekly, and monthly operational reports
• Handle escalations and ensure timely resolution
• Act as SME, participating in annotation, review, QA work, and client calibration calls