* Analyze Call Center process flow diagrams to determine process improvements and develop implementation plans to improve identified processes.* Develop standard operating procedures and/or guidelines to sustain new business process improvement initiatives and communicate business process redesign strategies to cross functional teams.* Participate in Six Sigma projects is focused on smoothing the transition of projects from development staff to production till problem resolution.* Analyze customer survey feedback and lead E2E process analysis to improve NPS and customer satisfaction.* Review and Set operation performance metric on table F and regularly review of set targets in alignment with COPC benchmarks and standards.* Participate in the documentation and mapping for new accounts processes.* Review and update key customer related processes and its appropriate metrics according to Xceed quality standards.* Follow up on the issuance of regular internal and external analytical reports.* Manage the Voice of the customer process using data analysis, results reporting, action plans recommendations, and follow up on action plans.* Assist and control the implementation of process improvement projects.* Tailor monthly management and KPI module to identify key drivers for improving the operational performance

• Flag and alert abnormal trends along with recommended actions. • Acquire data from primary or secondary data sources and maintain database/ data systems.• Read raw data and create daily / weekly / monthly operation’s reports.• Responsible for addressing creation/ maintenance of management reports as per the business/ management requirements.• Support ad-hoc report creation/maintenance of management reports as per business/management requirements.• Facilitate the performance tuning of reports and timely issue resolution related to reporting support.

• Monitor and evaluate the quality of service requests.• Define quality issues and performance measures for management review and agent performance assessment.• Assist in the development of agent training programs.• Calibrate quality monitoring output between client, operation and the customer satisfaction surveys.• Provide coaching & Training recommendations.