· Manage checks lifecycle operations and ensure SLA/KPI adherence.
· Handle escalations, exception management, and compliance.
· Lead teams across Voice, Chat, and Email support.
· Drive hiring, onboarding, performance, and attrition management.
· Act as client SPOC; participate in governance and audit reviews.
· Ensure high customer satisfaction and First Contact Resolution.
Maintain documentation, MIS, dashboards, and reporting.RoleAnalystQualifications
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