Perform quality checks, live monitoring and call analysis on calls being received.Analyze data on calls and data submitted and provide analytical presentation.Coach new and existing CSR’s on customer service and experiencePrepare performance reports daily, weekly and monthlyManage a team of CSR’s and ensure they meet the required level of KPI’sReview team production reportsEnter accurately and precisely data on call center CRM and escalationsAnswer calls both inbound and outbound and offer first call resolutionMeet company SLA'sSpecialties: Call Center quality analyst and Customer Experience Expert