·        Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across various LOB’s

·        Gives constructive feedback to associates and derive action plan

·        Free flow written communication skills and excellent oral skills required

·        Should be able to analyze gaps and strategize to meet KRAs

• Root cause analysis to identify opportunities to improve customer experience

·        Provide actionable data to various internal support groups as needed through reports and analysis

·        Understands process/function goals and help the team to achieve them

• Completing Call Monitoring and Feedbacks as per SLA or Internally defined
• Conducting Calibration Sessions and initiating Action Plans for reducing Variance
• Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project
• Ability to coach associates and peers on Quality tools pertaining to the project
• Is able to understand the impact of individual performance to meet / improve own targets

·        Coordinating with the client on process related issues & updates

·        Ensure Adherence To Process Quality SLA's

·        Listens & clearly presents information

·        Presents appropriate information in a clear and concise manner, both orally and in writing.

·        Takes others’ perspectives into account when communicating, negotiating or presenting arguments

·        Adapts communication style to suit others

·        Demonstrates high levels of integrity and personal standards in all work related situations

·        Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude

·        Works with Cross-Functional Teams to ensure that both internal and external customer needs are met