- Responsible for reviewing content and assigning appropriate labels.- Provides feedback and identifies areas for improvement through quality evaluation and data analysis.- Participates in the development of quality inspection standards and continuously optimizes the process and tools.

❑ Monitor account specialists' emails, chats, and phone calls to ensure adherence to established processes and quality workflows. ❑ Identify, recommend, and implement improvement action plans by providing in-depth analysis and insight of agents' quality performance.❑ Record audit analyses and identify coaching needs to ensure compliance with quality standards, ❑ Participates in client business reviews and calibration sessions to identify user needs and process improvements.

- Provides excellent support experience to website users through phone, chat, and email. - Investigates user issues, and identifies and escalates bugs, so they can be resolved as quickly as possible. - Keeps in touch with customers by handling tickets and works on occasional escalated issues. - Leads and/or participates in projects outside of the scope of LOB (line of business) as assigned by manager. - Always on the lookout for ways to improve the way we do things. - Advocates for users, and passes ideas and best practices to the rest of the team.

- Handles fraud decisioning based upon tool utilization & analysis for Deposit and Check Review and Debit Card Transactions - Takes ownership of each customer while empathizing and prioritizing customer needs.- Resolves conflicts and manages customer expectations.- Determines customer needs and provides appropriate solutions through relationship building.- Has effective verbal and written communication with both external and internal customers.

- Provides complex solutions and transactions, administers policy, conducts in-depth research to resolve escalated issues.- Ensures accuracy and timeliness for several area measures such as SLA, Customer Satisfaction, Call and Case Calibration.- Provides first and second level support for clients’ technical and customer care issues:1. Technical support on computers and peripherals using documented procedures and specialized tools.2. Use of troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.3. Educate customers within procedural guidelines to ensure complete solution on their technical and customer service questions.4. Assist customers on their issues from pre-sales to after point of sale.

- Monitors and evaluates customer care support metrics; identifies required actions necessary to achieve service level and quality targets; maximizes first time call resolution and minimizes customer complaints, transfers and escalations.- Monitors calls to ensure positive customer experience.- Facilitates Quality Improvement Plans (QIPs).- Provides coaching and formal employee performance reviews; establishes development plans and as appropriate, initiates promotions, pay adjustments, disciplinary actions, and terminations:a. Takes necessary actions to empower agents; ensures ownership for customer experience and immediate processing of employee - management issue resolution.b. Conducts skills assessment, call monitoring, coaching, feedback and role modeling both for current position and future career.c. Educates agents on process and resolutions options through call calibration.

- Responsible for handling customers’ inquiries and requests pertaining to the client’s products or services.- Provides customer service, sales and technical support to customers’ over the phone.- Ensures quality and customer satisfaction in handling each customers’ requests.- Ensures accuracy and efficiency in using specialized tools to address customers’ needs or concerns.- Up selling and processing customers’ orders and requests sale.