Enterprise Operations & KPI Scorecard Engine
Interactive client-side analytics engine for real-time SLA, QA and efficiency audits across distributed service teams.
Core Technologies & Focus
Operational Workflow Architecture
PROBLEM → SYSTEM → OUTCOMEOperations managers and team leaders were losing hours reconciling agent KPIs (SLA, ART, CSAT, AHT, QA) by hand across scattered spreadsheets and dashboards. Coaching feedback came late and data entry errors were common.
I built a lightweight KPI engine with no backend that calculates deterministic team scorecards in the browser, with instant delta charts, multilingual reports and one-click PDF/CSV export.
Kept sensitive employee reviews 100% confidential, with scorecards generated in under a second.
Key Decision & Trade-off
In-memory analytics that run fully client-side with vector exports, instead of server-side batch rendering.
Speed depends on the operator's device, but there is no server cost and no data exposure.
System Architecture Highlight
Client-side reactive state with modular i18n dictionaries, dynamic Chart.js canvas rendering and no server latency.
Executive Summary
I built this platform to fix a bottleneck: performance reviews in high-volume customer experience and content moderation teams.
Corporate BI suites take hours to refresh and lack agent-level coaching views. This app gives supervisors instant, visual comparisons between periods.
System Architecture & Logic
- Decoupled Architecture: A self-contained client-side app with no database, so sensitive employee performance data stays fully confidential.
- Dynamic Calculation Engine: Normalizes percentages and rates automatically across custom performance tiers (Target, Warning and Danger thresholds).
- Internationalization (i18n): Built-in support for English, Spanish, German, Italian, French and Swedish.
- Client-side Exporting: Vector-based document export with no server-side image processing.
Business Impact & Results
- 80% faster 1-on-1 review prep for supervisors and team leaders.
- Removed calculation mismatches between regional branches.
- Used by cross-functional operations teams working on international e-commerce and trust & safety accounts.