Key Responsibilities:
- Achieve performance targets and share regular progress updates with internal stakeholders
- Present actionable, data-driven insights to support decision making at the team level
- Manage client escalations by performing root cause analysis (RCA) and providing explicit, data-backed explanations with proposed solutions
- Monitor account health, volume trends, and quality metrics; proactively raise issues and drive client review meetings
- Act as a liaison between the client and IDfy’s internal teams to ensure timely delivery on key tasks
- Build and enhance client relationships by capturing feedback and driving engagement initiatives
- Collect, analyze, and report on CSAT (Customer Satisfaction) and NPS (Net Promoter Score) data
- This position requires strong ownership, attention to detail, and the ability to collaborate effectively across functions.