• Provides feedback to sales agents and assist in the creation of performance improvement goals • Participates in identifying training needs and programs • Daily monitoring and reporting of activities of the agents. • Ensure Quality assurance guidelines are met and proper reporting is done. • Work with Web Designers and SEO Specialists to ensure quality is being met. • Propose necessary technical changes. • Maintain a good professional work environment. • Conduct root cause analysis to improve design and other technical concerns. • Develop action plans for continuous improvement