• Monitoring random calls to improve quality, minimise errors and track call centre staff performance. • Escalating issues to line managers when necessary. Provide technical skills to demonstrate potential customers the usefulness of the products or services and how it may suit the customers. • Develops short and long range plans to provide input to management on the department and section using strategic plans and technical expertise. • Submit weekly/monthly reports of operational achievements and progress to the manager including statistical analysis and improvement of action plans