- Monitor calls on Communication, Soft Skills, Process& Compliance Parameters. - Provide Coaching & Feedback to enhance agent performance. - Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans. - Analyze the Coaching / Training needs of the agents & support them in delivery. - Participate in calibrations to ensure consistent scoring & feedback delivery approach. - Keep the reps updated on new process changes/updates, improvement initiatives. - Conduct Compliance, Communication & Process Awareness sessions for new hires. - Support floor Training Initiatives: Resolution & Communication /Vitality Training/RVP etc. - Handle Escalations. - Develop Action plans and report out the improvement process in business reviews. - Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process. - Provide Soft skills training