• Responsible for ensuring high quality in the delivery of world class customer service, adding more value to customer relationships and adding more promoters and advocates through unparalleled customer satisfaction. • Conducts monitoring activities, provides real time feedback, uses positive reinforcement, identifies strengths and opportunities, creates SMART action plans and proactively initiates activities for follow through to ensure compliance to Quality Guidelines and Policies and to enhance personal and professional skills. • Involves in monitoring, evaluation and QA analytics, responsible for the development, implementation and review of the projects performance monitoring plan including reporting on project performance, providing update on products and processes, orientation of Quality framework, materials and tools to ensure consistency and alignment with the projects activities, goals and Key Performance Indicators (KPIs).