? Handling email complaints of customers within SLA ? Listening and transcribing Voice based customer complaints from UK ? Analyzing the customer complaints and generating customer satisfaction score Reports which is looked back by the TL’s and OP’s Managers in UK ? Finding loop-holes for customer dissatisfaction and giving suitable solutions to improve customer satisfaction ? Been a part of customer satisfaction survey ? Interaction with UK clients on daily basis regarding the complaints, satisfaction scores and reports ? Supervising a team of 4 members ? Maintaining log-in log-out trackers of the team ? Preparing PPT presentations as per client requirements ? Tracking the daily activities of the team and enhancing the process is in-line with Quality Standards as agreed with the clients ? Conducting reviews of client views and publishing it to the own team and other relevant teams ? Planning and Scheduling day- to-day activities of own team ? Preparing daily and monthly reports using excel ? Been a single contact point for all the new employees till they are aligned to the process ? Preparing training materials for the new joiners and training them till they are capable to handle the process ? Preparing Process Documents and Flowcharts in-line with the Quality process defined as per the SLA and updating as and when required