• Analyze data and use it to create reports on industry trends, which are then submitted to managers and used to develop business plans.• Maintain good relationships with customers and clients, and develop new relationships when the opportunities present themselves.• Organize and attend client meetings as well as meetings for internal staff.• Create and maintain a variety of documents, including project status reports, account documentation, and product marketing materials.• Facilitate good communication between and provide leadership for teams working on a project, including the marketing, research and development, and testing teams.• Report project details and progress to the appropriate manager on a regular basis.• Track project schedules and make sure that projects are being completed on time; in the event of unexpected delays, adjust schedules as necessary.• Set specific goals for projects, including distribution to clients, and ensure that these goals are being met.

• Takes orders by obtaining and verifying information.• Enters orders by transmitting the information.• Provides product/service information by answering questions; offering assistance.• Maintains call center database by entering and verifying information; updating contact log.• Improves quality results by recommending changes.• Keeps equipment operational by following established procedures; reporting malfunctions.• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Participates in the design of call monitoring formats and quality standards.• Performs call monitoring and provides trend data to the site management team.• Uses quality monitoring data management system to compile and track performance at team andindividual levels.• Performs monitors of customer care email responses.• Participates in customer and client listening programs to identify customer needs and expectations.• Provides actionable data to various internal support groups as needed.• Coordinates and facilitates call calibration sessions for call center staff.• Provides feedback to call center team leaders and managers.• Prepares and analyzes internal and external quality reports for management staff review.• Perform other duties as assigned.

• Design and implement testing plans for products.• Identify procedures and scenarios for the quality control of products and services.• Process product reviews and inform the development team of defects and errors.• Communicate quantitative and qualitative findings from test results to the development team.• Monitor efforts to resolve product issues and track progress.• Ensure that the final product satisfies the product requirements and meets end-user expectations.• Spot areas for improvement to enhance the product's efficiency.• Research the current market for similar products and compare results.• Develop and maintain daily, weekly, and monthly operational analysis as it relates to volume, efficiencies, cycle time, quality, and service.• Report on operational metrics, conduct data, and business analysis, and present a summary of findings to management in a clear, concise, convincing, and actionable format.• Create and maintain daily operational scorecards to track and report on KPIs; assist in volume forecast and capacity planning as needed.• Provide support and maintenance to existing management information systems (MIS).• Generate and distribute management reports in an accurate and timely manner.• Perform data analysis for generating reports on a periodic basis.• Establish a strong relationship with Team Managers and management through a demonstration of industry knowledge and of the business issues at hand.

• Analyzing and monitoring the performance of products.• Developing and implementing test plans for product defects.• Reviewing and approving test results.• Developing and tracking test metrics.• Helping maintain the quality of products.• Working closely with the product team on the design and development of new features.• Creating and maintaining documentation and tutorials.• Implementing new processes and creating new tools to automate testing.

• Working with team members to define and agree with current and potential future business processes.• Providing in-depth knowledge of the business process and reporting requirements.• Highlighting opportunities to improve and streamline business processes.• Representing own business area in all project activities, providing a two-way communication channel for queries, input, and feedback.• Reviewing user stories and providing feedback in accordance with the project timeline.• Participating in training sessions in order to be able to test and train on the new system.• Undertaking system testing and reporting any issues as per the agreed plan and approach.• Liaising with the project team and colleagues on priority issues for resolution in a timely manner.• Engaging and supporting colleagues with readiness for new ways of working, including training,documentation, and guidance.• Championing the project and providing updates to own business area on progress and developments.• Attending regularly scheduled meetings with my Team Leader, Managers, Project Manager, and internal team.