Monitoring transactions as per process guidelines and reporting the process performance.Knowledge of UK London Market underwriting knowledgeProviding event-based and frequency-based feedback.Collecting data on the CTQs as defined in the SLA and track the same.Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance. ;Participating in team huddles and providing brief on Quality performance in the process.Brief new agents joining the process and explain how the quality function operates in the process.Co-ordinate all process improvement initiatives.