Job Description Monitor and prioritize escalated customer complaints, product defects, or service issues. Analyze patterns in escalated issues to detect recurring problems or areas for improvement. Provide feedback to development or product teams regarding quality issues or improvements needed based on escalated cases. Audit cases for high-impact customer issues and conduct RCA for complaints. Facilitate QA calibrations and QA coachings. Assist in creating and refining internal escalation procedures, ensuring clarity and efficiency Regular submission of weekly and end-of-month reporting, and incident report documentation. Ensure that all escalations are appropriately managed to minimize any long-term damage. Perform adhoc tasks. Requirements Proactive and detail-focused individual with proven problem-solving, process improvement, and multitasking skills. A strong team player who works well with minimal supervision. A strong QA and market research background is a plus.
