- Meet volume and quality targets for all quality assurance audits - Identify and provide feedback on trends or patterns, such as error trends - Provide suggestions for policy, process, and workflow improvements - Calibrate on policy knowledge with client teams on a regular basis to ensure reliable performance - Identify root causes for business-related issues - Recommend solutions to improve overall client satisfaction - Accountability for effectively handling escalations - Assist with monitoring and tracking incidents to ensure timely resolution

- obtaining client information by answering telephone calls - interviewing clients; verifying information - assisting and providing solutions to high-profile clients (VIP) - building a good relationship and providing first call/email resolution - providing a positive experience in educating, delivering information and addressing concerns

- planning, organizing, and management of all administration activities - handling telephone inquiries, enrolment, monitoring of attendance and billing procedures - organizing and scheduling appointments, planning meetings, writing and distributing emails - updating and maintain office policies and procedures

- recruiting, training, supervising and appraising staff - maintaining statistical and financial records - dealing with customer queries and complaints - maximizing profitability and meeting sales targets, including motivating staff - preparing promotional materials and displays

Law and Administration