• Meets business metrics and goals, i.e., SLA, production, and quality targets
• Works with minimal direction
• Maintains records of day- to-day work by updating trackers or workflow tools as necessary
• Follows SOP/guidelines or manager’s instructions and ensures output is quality compliant
• Contributes to project improvement and operational excellence ideas, as applicable
• Responsible for giving timely responses to stakeholders on related tasks with guidance, i.e., as per SOP and defined SLA
• Proactively raises issues /alarms that may have an impact on core deliverables or operations to manager or stakeholders
• Analyzes data and evaluate trends/ patterns and recommend generic pattern to be translated into rules
• Willingness to work with sensitive issues, including but not limited to: Adult content, Religious and philosophically sensitive issues, alcohol, tobacco, weapons and other potentially offensive products
• Troubleshooting issues related to process and conduct root cause analysis if required
• Familiarity with online retail (e-commerce)

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Required Qualification and Skills : 

• Graduate or equivalent
• Excellent English language proficiency: verbal, writing, reading and comprehension
• Strong analytical and communication skills
• Passion for delivering a positive customer experience, and maintain composure in difficult situations
• Ability to effectively and efficiently complete challenging goals or assignments within defined SLA
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
• Flexible to work in rotational week offs