Role: Team Lead, Quality Analyst , Trainer

International Process

Should have experience with Seller support(International)

Should have experience with E- commerce (International)

Key Responsibilities
Team Performance & SLA Management
Directly supervise, mentor, and track the daily performance of 1520 Seller Support agents.
Ensure the team meets and exceeds daily operational targets: Customer Satisfaction (CSAT/DSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and Quality Scores.
Conduct real-time queue monitoring and workload distribution to hit Service Level Agreements (SLAs) during peak holiday seasons and promotional events.
- Platform & Escalation Management
Serve as the Subject Matter Expert (SME) on - Seller Central policies, including onboarding, cataloging, API errors, and payment matching.
Act as the primary escalation point for critical merchant problems, specifically regarding Account Health suspensions, listing suppressions, Buy Box eligibility disputes, and - Fulfillment Services (WFS) errors.
Perform deep-dive root cause analysis (RCA) on persistent seller complaints, translating findings into actionable process improvements.
Coaching, Training, & Knowledge Management




Deliver weekly/monthly 1-on-1 coaching sessions using transactional data to upskill bottom performers and plug process gaps.
Partner with Quality Assurance (QA) to audit cases, pinpoint compliance leaks, and coordinate calibration sessions.
Keep the team aligned on real-time policy modifications coming from - Marketplace corporate governance.
Workforce Optimization & Reporting
Manage shrinkage, absenteeism, and schedule adherence within the team to prevent operational blind spots.
Generate and present daily/weekly performance dashboards to internal management and client stakeholders during review calls.

Technical Competencies & Skillsets
Platform Expertise: Minimum 1–2 years of hands-on experience using - Seller Central or similar major marketplaces (such as Amazon Seller Central or Flipkart Seller Hub).
Operational Know-how: Comprehensive understanding of e-commerce supply chains, including inventory sync errors, payment/refund processing, flat-file processing (bulk uploads), and third-party logistics (3PL).
Analytics Tooling: High proficiency using MS Excel (VLOOKUPs, Pivot Tables) and ticket management tools (like Salesforce, Zendesk, or internal CRM systems).

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