In this role, you will:- Perform regular reviews of case/escalation work, work with management to create individualized coaching plans, and deliver written/verbal feedback as needed.- Identify gaps in technical and procedural documentation, and work to create and maintain documentation to fill these gaps.- Act as a technical and quality point of contact for the group.- Present findings and recommendations to management and other groups.- Identify, promote, and develop best practices and standards across regions and roles within the organization.- Initiate and manage cross-functional projects end-to-end, including defining the project’s scope and objectives, ensuring key deliverables, tracking progress, and reporting results to leadership.- Contribute to multiple simultaneous projects in varying roles (e.g. leading one project while creating documentation for another).