Customer Support: Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed. Building lasting relationships with clients and other call center team members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service. Making sales or recommendations for products or services that may better suit client needs. Taking part in training and other learning opportunities to expand knowledge of the company and position. Adhering to all company policies and procedures. QA Analyst: ? Evaluating the calls of analysts/agents to ensure proper procedures are followed. ? Reviews customer interactions voice & emails and provides feedback to Analysts to deliver the best in class customer support experience. ? Conduct the certification of the training batch. ? Create product quality reports based on findings of the quality assurance checks. ? Control and monitor quality issues raising problems with team-leaders and management as required. ? Performs trend analysis of reviews to identify training requirements and improvement of processes. ? Maintain individual productivity and quality standards according to company requirements. ? Drive Initiatives to improve the quality of service. ? Calibrates with peers globally to ensure alignment. ? Daily Auditing of calls taken by CCE's ? Identifying and correcting process and product-related discrepancies ? provide constructive feedback ? Maintain individual productivity and quality standards according to company requirements. ? Randomly auditing of calls, call monitoring, call barging, call evaluation ? Conducting quality sessions ? Experienced in preparing Audit Reports.