- Actively listen & review the work performed by the team, making sure all is done according to compliance to policies and be able to rate that work in multiple parameters.- Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.- Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.- Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.- Analytical bent of mind with the ability to root cause basis data and drive decisions.- Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution.- Keep up to date and proficient in process voice and products.- Provide feedback, coach, and mentor to Personnel as needed, and work closely with the operation Team Leaders and Personnel to meet the relevant Key Performance Indicator .- Collect and share insights on process improvement, with training, operations or/and client.- Maintain a deep understanding of client process and policies.- Provide subject matter expertise.- Provide quality assurance.

- Developing comprehensive end-to-end test cases at the application and multi-application levels.- Creating direct channels of communication to software and application developers that get the job done without managerial interjection.- Identifying business trends utilizing real data, compiling analysis reports that are delivered to developers and then following-up on all results.- Implementing a comprehensive management plan for each project and holding regular stakeholder meetings to keep all interested parties updated in project progress.- Determining and documenting user requirements for business processes and abide by those requirements for future projects.

- Planned and taught robotics lessons and labs.- Written assignments, quizzes and tests.- Graded students and communicated with parents about their progress.- Facilitated students learning and overseeing hands-on learning.- Monitored students progress through formal and informal assessments.- Worked with other teachers and administrators to promote overall students achievement.- Stayed on top of new robotics technologies and standards.- Managed classroom behavior by enforcing rules and implementing safety procedures.

Assisted in university's marketing events, i.e. Open days, IGD food science summer school 2019, First campus SHEP programme, MetRes Life event, Careers & placement fair, Hackathon event, CSESP Taster day, NHS Interview day, CSM Applicant day, SkillsCymru Ambassador - SkillsCymru Event, COVID19 Safety Officer and Student Welcomer - Student Transition Welcome Team.

- Supported and developed the Lab's research and design projects for implementation and commercialization, i.e. 3D engineering design and printing of robots.- Meet up and communicated with the Lab’s industrial collaborators. - Designed, developed and maintained a research lab website.- Developed and contributed to the School's robotic marketing three minutes video presentation and a project website.- Conducted critical literature review for robotics in assigned field and written one research paper for the project outcomes. - Well maintained and showcased the Lab’s robots in the School’s Open day or Industrial meetings.

- Ensured that the student voice is being effectively represented at program level.- Represented the views of peers by gathering feedback and passing this on to relevant staff and committees/rep.- Attended relevant committees to raise feedback and shared the student view.- Given feedback to students and reps on ideas and issues raised.- Acted as an ambassador for the Student Union.- Made best use of the available resources to update students and Lead Rep on rep activity and student feedback.- Maintained a good knowledge of Student Union and University services to refer students for specialist advice and support.