- Working closely with the CX Manager, Operations Lead, IT Manager- Identify training needs and recommendations to improve customer experience- Identify and analyze issues, bugs, defects, and other problems, particularly when problems occur in multiple products; recommends and facilitates solutions to these issues- Coordination with on-call teams to highlight the widespread incidents impacting the business- Logging the insights of the customer interaction in CRM- Highlighting improvement areas in the products and services to solution engineering teams. - Suggesting improvements in standard operating procedures- Providing functional support on non-voice channels globally which includes Live Web Chats, Email and Social Media for Digital apps/services of Telenor