? Pursuing ITIL. ? Yellow Belt Trained in Six Sigma. ? Call Monitoring. ? Core Monitoring. ? Live Call Barging. ? Call Calibration. ? Root Cause Analysis with proper documentation. ? Giving feedback to the advisors on daily calls. ? Sharing feedback with the respective Team Leads and Managers. ? Collecting and analyzing data of the calls. ? Making MIS report. ? SWOT analysis. ? Team Handling. ? Handle PR queries & Market Research ? Coordinate with the Fund Raising Team for CSR activities. ? Ensuring proper coordination with various departments of the organization. ? Subject Matter Expert. ? Competent in handling escalated calls by following KCI & RFT policy skills with Zero Defects with 100% customer satisfaction. ? Excellent communication, inter-personal, liaison & problem solving skills.