• Develop and execute comprehensive training programs for new hires and ongoing training for existing staff to ensure high-quality English language customer support.• Monitor customer interactions and provide constructive feedback to improve communication skills, product knowledge, and customer satisfaction.• Collaborate with management to identify training needs and areas for improvement based on performance data and quality metrics• Implement quality assurance standards and evaluate adherence to these standards through regular audits and assessments.• Lead a team of quality analysts to ensure consistent application of quality guidelines and provide coaching to enhance team performance.• Manage the creation and maintenance of training materials, including manuals, e- learning modules, and job aids.• Foster a culture of continuous improvement by identifying and implementing process enhancements that increase efficiency and customer satisfaction.• Liaise with team leaders and managers to conduct on-the-job coaching and ensure that training initiatives are effectively translated into practice.

• Supervise 30 peoples on daily operations.• Coach and mentor new hire representative (‘Reps’) during classroom training and nesting phase on the floor• Support Operation Manager in communicating process and policy changes effectively to operations teams.• Become and remain knowledgeable about client products and community standards.• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.• Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.• Identify inefficiencies in workflows and suggest solutions.• Recognize trends and patterns, and escalate issues outside the company policy to the global team.• Handle every aspect of auditing process for accuracy of content moderation.• Delivers just-in-time training on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis. • Collaborate with relevant teams for performance enhancement of personnel not meeting effectiveness metrics.• Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps. • Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams. • Manages investigations of escalations of inaccurate decisions, to understand the root cause(s). • Develop process documentation and aggregate feedback about the functionality of audit tools. • Identify, aggregate, prioritize, and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans.

● Supervise 30 peoples on daily operations.● Coach and mentor new hire representative (‘Reps’) at a minimum 1:15 ratio during class room training and nesting phase on the floor● Support Operation Manager in communicating process and policy changes effectively to operations teams.● Become and remain knowledgeable about Client products and community standards● Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users● Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site● Identify inefficiencies in workflows and suggest solutions● Recognize trends and patterns, and escalate issues outside the company policy to the global team

● Social Media Content Moderator● Support one of the leading social media providers by moderating uploading content to make sure it's conformity as set-forth in the community standards.● Through understanding the products and community standards, working to help build safe and diverse communities for millions around the globe.

● Ensure constant development of new business/customer base to broaden MCC reach and penetrates into new markets and segments. ● Active client visitation and use of other channels to ensure landing/closing of new businesses ● Implement established sales processes (e.g. Sales Pipeline, Marketing Plan, Sales Reports etc). ● Establishes good relationship with customers. ● Responsible for funnelling back to the organisation valuable market intelligence/information regarding the trade and market upselling and cross-selling ● Train, coach and devise daily tasks handling to sale supports. Documenting daily operation procedures for efficient tasks handover of new recruits.

● Manage the customer experience by proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ● Ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. ● Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve mutual cooperation and process.

● Customers and depots coordinator on container inspection and repairing processes ● Handle equipment management and control system ● Vessel stowage planning ● Assist with port operation and customs document collection● Cargo booking and vessel schedule management ● Sale and Customer Service support

● Review background documents, multimedia and website materials provided by WaterSHED.● Review and summarise information and data captured through the Civic Champions monitoring mechanism.● Conduct a series of interviews and focus group discussions with participants in Kong Pisei and Oudong district offices.● Conduct key informant interviews including: key WaterSHED staff, project consultants, selected Advisory Group members.

● Provide a responsible and accurate telling service by maintaining and applying an up to date knowledge of transaction banking policies, practices, procedures and law ● Spot opportunities for cross selling products and services by being aware of customers’ needs ● Working towards sale referral targets● Provide friendly responsive customer service by using excellent customer services skills● Ensure accurate and efficient completion of all transactions● Provide accurate advice and assistance to any customers’ enquiries or refer them promptly to personal bankers● Account manager for handling

● Research, compile and organize green growth research related materials● Brief research materials to colleges