·Increase the profitability of the process by increasing the efficiency and effectiveness of key metrics · Schedules periodic meetings with the team to brief about relevant updates, policies and QA team to review performance, audit reports and discuss any corrective measures needed · Supervises and coordinates the activities of Team Leaders to ensure excellent customer experience, groom Team leaders on leadership competencies. Driving compliance and adherence to applicable client requirements and FSL policies · Identify, plan and implement efficiency, performance improvements, coordinate with the Quality team to build effective audit mechanisms & procedures to improve service delivery client escalations & expectations · Assists and supports the Operations Head in planning, organizing, executing and achievement ofkey SLAs · Measure performance of the team according to goals e.g. performance appraisals, ongoing feedback, and training

  • Ensure accurate and timely delivery of weekly, biweekly and monthly reports

    • · Coordinates with theQualifications
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