Responsibilities

• Monitor team and agent performance, including KPI tracking, quality checks, and monthly incentive validation.
• Manage end‑to‑end operational projects and ensure timely, high‑quality delivery.
• Allocate tasks to agents and conduct regular QC to maintain accuracy and consistency.
• Communicate with internal stakeholders and external partners (such as agencies) regarding performance, updates, and operational matters.
• Conduct scheduled data validation/matching to ensure data accuracy and completeness.
• Support the onboarding and training of new hires when required.
• Handle BAU tasks and provide operational support for ad‑hoc requests.
• Maintain documentation, reports, and operational records to support ongoing processes.

Requirements

• 1–3 years experience in operations / BI / performance roles.
• Strong analytical skills with good Excel proficiency (S...