• Conduct audit per agent on a daily basis and side by side monitoring• Attends the weekly calibration with the campaign client• Holds alignment sessions with the assigned team/campaign• Performs coaching sessions with agent/s and TL• Assist with the formulation of descriptive analysis presented in the Weekly Business Reviews• Identify any potential quality issues per defined process and escalate quality issues immediately to management

• Provide world-class service to clients by being accurate, e cient, and respectful, as measured by various performance metrics.• Strive for excellent customer satisfaction and experience, and ensure that all email communications are handled properly in accordance with the client's quality criteria.

• Reviews for refinement and correction and final production of all approved legislative measures for the signature of the City Vice Mayor and the City Mayor.• Repository of all legislative records and documents officially acted upon by the City Council including all approved ordinances and resolutions and the materials and annexes forming integral parts thereof, including records of public character.

• Support client’s customers with ordering, booking, shipping, tracking, credits, product returns and quoting.