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Primary Responsibility Transaction Monitoring to Improve Performance . Performance Parameters Process performance – as per agreed KPIs Quality and productivity Improvement Customer Satisfaction Level of subject matter expertise Role/ Responsibilities Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame. Handle escalations and basis analytical skills Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors. Ensure compliance with internal policies and procedures, external regulations and information security standards. Collect and provide data required for various audits. Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy. Competencies & Skills Values & Behavior : Knowledge of the function, process and systems. Ability to use the desktop computer systems Coaching and Feedback ability. Clear written and verbal communication. Customer Service Orientation. Quality Orientation. Empathy for effective on the job coaching and feedback. Innovative, Collaborative, Respectful, Integral, Pursuing for Excellence