- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)- Complete phone time to keep current on programs (as applicable)- Contribute to maintaining forms and legends documents- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

- To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.- To be responsible for investigation, resolution and reporting of all customer related complaints.- To be the first point of contact for all customer related issues. - To input all complaints onto the database, reporting and seeing through to completion.- Escalate all unresolved issues/complaints to your line manager whilst keeping Business Partner informed.- To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented on the system.- To be the main point of contact, liaising with operational colleagues ensuring that they are kept fully informed of progress at all times.- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.- Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.- Obtain approval for compensation payments and ensure all parties are kept informed.- To liaise with all levels of management throughout the business, including colleagues.- To act as an ambassador for assert and behave in a professional and courteous manner at all times.

- Outsourcing C.S.R for Burger King Restaurant- Handling Customers' inquiries, Orders and Solving their Issues- Developed Knowledge & Ability to work on Customer Relations Management Systems