Responsibilities: Operational & Quality Oversight
- Oversee verification and quality of processed cases
- Act as checker for critical cases and manage escalation queues
- Monitor daily absenteeism and ensure productivity continuity
- Allocate workloads based on case complexity and risk
- Develop strategies for clean-up activities and process optimization
Responsibilities: Governance & Reporting
- Validate client/vendor reports and team queries
- Collect dashboard requirements and prepare performance review decks
- Track daily operations, analyze service delivery, and highlight process variances
- Conduct audit reviews, initiate corrective actions, and maintain SLA adherence
Responsibilities: Training, Policy & Knowledge Management
- Conduct knowledge transfer and product/market training sessions
- Handle edge cases and contribute to policy refinement
- Lead calibration and quality alignment sessions across reviewers
- Share best practices and promote continuous improvement culture
Responsibilities: People & Team Leadership
- Allocate tasks and workflows, ensuring coverage across sub-processes
- Conduct team building, coaching, and performance appraisals
- Identify training needs and deliver refresher/process training
- Manage attrition, absenteeism, and early warning indicators
- Support recruitment and onboarding, including KT sessions for new members
Responsibilities: Customer Relationship Management
- Act as primary contact for internal/external customers for process deliverables
- Provide updates, reports, and performance metrics to customers
- Resolve customer escalations and gather feedback to feed into improvement loops
Responsibilities: Resource & Program Management
- Ensure optimal resource utilization via cross-training and buffer planning
- Interface with cross-functional teams to secure support and alignment
- Lead program delivery ensuring adherence to timelines, quality, and client expectations
Other Requirements
- Travel readiness: up to 10% (domestic/international)
- Education: Bachelor’s degree preferred
- Tools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure
Skills Required
- Bachelor's degree preferred
- Familiarity with CRM systems
- Proficiency in MS Excel
- Proficiency in PowerPoint
- QA/QC exposure
What We Do
Terry Soot Management Group (TSMG) is a field data collection company founded in 2017 in Europe. They serve as an operations partner for AI, robotics, and autonomous programs, managing complex data collection and field operations across markets. Their teams count features, take pictures, record speech, and scan areas to provide high-quality data where automation is not possible, supporting clients in making informed decisions.
