Introduce, develop and enhance the skill sets of call center agents from entry level to regularized agents Monitors the day-to-day performance of employees and motivating trainees in the task of achieving their best performance. Monitor the calls attended by the trainees and other employees for quality assurance purposes Handles escalated concerns which lie outside the boundary of floor supervisors. Maintains the level of coordination from the Operations, Quality and IT departments. Identifies service issues and recommends solutions