About the role:

We are looking for highly skilled Associates who will be part of the Service Delivery team in India. The role involves reviewing and classifying industry product data to support accurate product search and discovery on client platforms. The Associates will follow defined guidelines, meet quality and productivity targets, work closely with the team, and adapt to changing processes and tools in a fast-paced environment

Responsibilities:

• Review, tag, and classify retail product data (including product titles, descriptions, images, and attributes) to improve search relevance and product discoverability.
• Apply standardized guidelines and classification rules consistently across tasks.
• Identify data discrepancies, missing attributes, or ambiguous cases and escalate them to the team lead when necessary.
• Maintain high standards of data accuracy, completeness, and consistency while meeting defined quality thresholds and turnaround times.
• Perform quality checks by reviewing, correcting, or reprocessing data to ensure compliance with program requirements.
• Remove duplicate or incorrect entries to maintain a clean and reliable product catalog.
• Collaborate with team members and contribute to shared goals and continuous improvement initiatives.
• Perform additional related tasks as assigned to support product search and classification programs.
• Demonstrate flexibility by adapting to changes in guidelines, tools, or workflows, and transitioning to new processes or task types as required by business needs.

Qualifications:

• Bachelor’s degree in any discipline.
• Minimum C1 Level of Proficiency in Spanish
• Good written communication skills in English.
• Strong attention to detail with the ability to follow structured guidelines and taxonomies.
• Basic understanding of e-commerce or retail product catalogs.
• Ability to process repetitive tasks accurately while meeting quality and productivity targets.
• Proficiency with computers and common tools (spreadsheets, web-based platforms).
• Ability to work independently as well as collaboratively in a team environment.

Preferred Qualifications:

• Prior experience in e-commerce, retail operations, data annotation, search relevance, or product catalog management.
• Familiarity with product taxonomies, ontologies, or classification systems.
• Experience working on search relevance, query-product matching, or product attribute enrichment tasks.
• Comfort working with large datasets and rule-based decision frameworks.
• Exposure to quality assurance processes or audit-based workflows.
• Ability to quickly learn new tools, guidelines, and domain-specific concepts.
• Be inquisitive and eager to learn in a dynamic and fast-paced environment
• Have strong communication skills, both verbal and written
• Take pride in everything they do and be motivated to go above and beyond what is expected
• Possess excellent web research skills
• Demonstrate keen attention to detail
• Have the ability to work with a sense of urgency
• Have good time-management skills
• Have the ability to communicate effectively with people from diverse backgrounds and cultures
• Be a strong team player

NB: This is a temporary, project-based position with the possibility of renewal. While this role will be on payroll, please note that benefits are not included as part of this position.

Role Purpose

The Team Lead (TL) is a frontline people leader responsible for operational delivery, performance management, and project expertise. TLs anchor quality, productivity, and engagement driving excellence through coaching, data-driven decision-making, and continuous improvement.

Key Responsibilities:

Operational Leadership

• Track project and individual performance using business software used for data management, reporting, and decision-making (e.g. Zoho, Looker,  BI dashboards)
• Ensure achievement of quality, productivity, and adherence KPIs.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Handle escalations and ensure timely resolution.
• Ensure attendance, compliance, and adherence to disciplinary procedures.
• Be flexible to work shifts and on weekends, based on the team roster, to support production.

Project Knowledge & Subject Matter Expertise

• Maintain deep mastery of client expectations, workflows, and project documentation.
• Understand quality thresholds, calibration requirements, and escalation pathways.
• Support Associates, Reviewers, QAs, SMEs and meaningfully contribute to:  
  •  Client calibration/review calls.  
  •  Internal calibration sessions.
• Act as an SME when required, including participating in annotation, review and QA work and deliveries.
• Use hands-on reviews to identify workflow challenges, quality risks, and support needs.
• Act as the first-line escalation point for Associates, Reviewers, and SMEs.
• Ensure consistent communication of workflow updates and client requirements.

Performance & Quality Management

• Set and communicate daily, weekly, and monthly performance targets for the team based on:
  •  Client SLAs and contractual expectations
  •  Project requirements and quality standards
  •  Volume forecasts and throughput constraints
  •  Historical team and individual performance
• Ensure all targets are fully aligned with client SLAs and internal KPIs (quality, productivity, timeliness, compliance).
• Monitor team KPIs using available dashboards and reports, ensuring visibility at individual and team level.
• Track achievement against targets and initiate corrective actions where gaps exist, including:
  • Focused coaching
  • Refresher training
  • Clarification of SOPs and workflow steps
  • Adjustments to daily work allocation
• Provide clear, specific, evidence-based performance feedback grounded in data.
• Conduct root cause analysis to understand trends impacting results and propose targeted interventions.(coaching, refresher sessions, process clarifications)
• Leverage insights from hands-on annotation/QC reviews to validate quality trends and strengthen feedback.
• Ensure all performance decisions are transparent, consistent, and data-driven.
• Partner with the Delivery Manager to review and recalibrate targets during:
  •  Volume fluctuations
  •  Project expansions or phase changes
  •  SLA revisions
  •  Performance deterioration or improvements
• Champion continuous improvement by identifying patterns, risks, and opportunities that enhance output quality and team efficiency.

Dashboard & Data Utilization

Promote data-driven leadership among team members through;

• Use of dashboards to track coaching frequency and overall team health.
• Identifying top performers and staff requiring additional support.
• Fostering healthy performance competition while preventing gaming/manipulation of metrics.
• Collaborating with BI teams to improve dashboard definitions (naming, filters, visibility).

People Management, Conducts weekly performance reviews and structured action planning sessions.

• Support recognition initiatives, team morale, and psychological safety.
• Partner with People Ops on ER  issues, welfare concerns, and attendance/leave management.
• Support talent identification and development for Reviewer/SME roles.

Cross‑Functional Collaboration

• Partner with GSD leadership, People Ops, and BI teams to align workflows and priorities.
• Actively participate in Team Leader Round Tables.
• Ensure smooth communication flow between teams and leadership.

Continuous Improvement & Innovation

• Lead workflow improvement mini-projects and Kaizen initiatives.
• Support integration of new tools and systems
• Recommend practical process improvements backed by data.

Cross‑Project Flexibility & Role Scope

• Adapt to changing business demands by supporting or transitioning between projects where required
• Support Business Continuity initiatives.

 Training & Team Capability

• Support onboarding and training of new team members by facilitating structured learning sessions and providing hands-on guidance.
• Monitor trainee progress and team capability, providing coaching and refresher training to address performance or quality gaps.
• Conduct or support assessments to ensure training objectives are achieved and team members meet required certification or quality standards.
• Collaborate with training and project teams to create or improve training materials, develop training plan in alignment with project requirements and best practices.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Business, or a related field, preferably with exposure to learning and development or training.
• 1–2 years of experience in team leadership, training, or workforce development within the BPO or technical operations environment.
• Experience training or mentoring young adults in structured learning or workplace programs.
• Familiarity with People Operations and Business Intelligence tools (e.g., Zoho, Looker).
• Experience delivering technical or blended (online and in-person) training programs.

Competencies:

• Coaching & Mentoring
• Communication & Influence
• Analytical Thinking & Data Literacy
• Ownership, Accountability & Integrity
• Adaptability & Professional 
• Project Mastery & Contextual understanding

About the Job: 

The Associate will be part of the Service Delivery team in India, reporting to a Team Leader. The role involves reviewing and classifying industry product data to support accurate product search and discovery on client platforms. The Associate will follow defined guidelines, meet quality and productivity targets, work closely with the team, and adapt to changing processes and tools in a fast-paced environment.

Key Responsibilities: 

• Review, tag, and classify retail product data (including product titles, descriptions, images, and attributes) to improve search relevance and product discoverability.
• Apply standardized guidelines and classification rules consistently across tasks.
• Identify data discrepancies, missing attributes, or ambiguous cases and escalate them to the team lead when necessary.
• Maintain high standards of data accuracy, completeness, and consistency while meeting defined quality thresholds and turnaround times.
• Perform quality checks by reviewing, correcting, or reprocessing data to ensure compliance with program requirements.
• Remove duplicate or incorrect entries to maintain a clean and reliable product catalog.
• Collaborate with team members and contribute to shared goals and continuous improvement initiatives.
• Perform additional related tasks as assigned to support product search and classification programs.
• Demonstrate flexibility by adapting to changes in guidelines, tools, or workflows, and transitioning to new processes or task types as required by business needs.

Minimum Qualifications:

• Bachelor’s degree in any discipline.
• Strong attention to detail with the ability to follow structured guidelines and taxonomies.
• Basic understanding of e-commerce or retail product catalogs.
• Ability to process repetitive tasks accurately while meeting quality and productivity targets.
• Proficiency with computers and common tools (spreadsheets, web-based platforms).
• Good written communication skills in English.
• Ability to work independently as well as collaboratively in a team environment.

Preferred Qualifications:

• Prior experience in e-commerce, retail operations, data annotation, search relevance, or product catalog management.
• Familiarity with product taxonomies, ontologies, or classification systems.
• Experience working on search relevance, query-product matching, or product attribute enrichment tasks.
• Comfort working with large datasets and rule-based decision frameworks.
• Exposure to quality assurance processes or audit-based workflows.
• Ability to quickly learn new tools, guidelines, and domain-specific concepts.
• Be inquisitive and eager to learn in a dynamic and fast-paced environment
• Have strong communication skills, both verbal and written
• Take pride in everything they do and be motivated to go above and beyond what is expected
• Possess excellent web research skills
• Demonstrate keen attention to detail
• Have the ability to work with a sense of urgency
• Have good time-management skills
• Have the ability to communicate effectively with people from diverse backgrounds and cultures
• Be a strong team player.