 Conduct Mystery Survey. Conduction of Mystery Survey to measure the actual performance of the showrooms. This will also help us to identify the exact service standards in terms of products/promotions/soft skills/system knowledge of our front line service executives. We will be able to gather feedback from real customers through Spot-interviews. This survey will help to measure the market standard of WIC/AEC/ARC’s service in comparison to the Care Centers of other operators. Based on the gap, we will be able to identify the training need and process change requirement. This will also enable us to capture the real voice of customer. Conduct end to end quality evaluation by auditing calls, complaint/task (Service Recovery-SR), e-mails and face to face customer (WIC,AEC, ARC,ASC) interactions To ensure all interactions (WIC,AEC,ARC,ASC,SR) are monitored effectively to identify areas of non-compliance with laid down policies and standards Determining key improvement areas Vs performance gap analysis, generate reports and perform TNA ( Training Need Assessment ) to training team on a regular basis Analyzing service development issues that will create positive impact on business Ensuring appropriate corrective action is planned, implemented and monitoring the effectiveness of the actions  Auditing all financial adjustment ( MINSAT, Credit Note, PreTups ) by agent (Service recovery, WIC, AEC, CC etc. agent) Perform related works as required by the department Preparing ICE report of WIC,AEC, ARC and ASC