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- Review customer interactions, operational processes, and documentation to ensure adherence to defined standards. - Conduct quality checks on CRM updates, process compliance, and documentation accuracy. - Support operational audits through random, priority-based, and focused reviews. - Collect, analyze, and interpret operational data to identify trends, gaps, and improvement opportunities. - Prepare reports, scorecards, dashboards, and presentations for business stakeholders. - Assist in identifying process bottlenecks and recommending improvement actions. - Support Training Needs Identification (TNI) by highlighting recurring performance gaps. - Track action plans and follow up on closure of identified observations. - Maintain audit records, review trackers, and operational excellence documentation. - Collaborate with teams across the organization to drive process standardization and continuous improvement. .