• Run a consistent QA cadence, executing regular sampling and scoring across CX interactions • Surface weekly insights and recurring patterns, then drive fixes through training, documentation, or process updates • Own CX knowledge and documentation, maintaining a clear, trusted single source of truth • Proactively update policies, macros, and help content based on product changes, QA findings, and recurring issues • Support onboarding and ongoing training refreshers tied directly to quality gaps and escalation trends • Manage escalations and exceptions with speed, clarity, and strong ownership across all channels, including phone as needed • Ensure clean documentation, clear handoffs, and follow-through through resolution • Support order operations and investigations end to end, including shipping issues, replacements, returns, and lost packages • Partner closely with our BPO team and team captains to unblock edge cases and close feedback loops through training and documentation