1. Develop and implement strategies and policies to monitor and maintain service quality regarding telephone etiquette, call handling, customer support, product information given, and other procedures across the organization. 2. Assess existing processes and procedures to identify areas for improvement in the service quality provided by the operations team. 3. Assist in planning various programs that maximize the output and productivity of the service operations department. 4. Investigate and resolve service quality-related issues by performing root cause analysis. 5. Collaborate with customer service teams and other relevant departments to enhance the overall customer experience in the organization. 6. Provide guidance and supervision to quality assurance teams, including setting performance objectives, conducting regular performance reviews, and fostering a positive work environment. 7. Provide accurate and timely reports on a daily/weekly/monthly basis on call quality, productivity, availability, and other key metrics. 8. Organize team meetings/communication sessions to address and discuss the issues for possible solutions. 9. Conduct and lead training sessions for the service operations.