Job Duties: Handling escalations related to Fixed home & mobile retention within 24 hours SLA. Call quality evaluation using Du’s brand values and ensuring it meets the quality standard set by Telecommunications Regulatory Authority (TRA). Providing analysis on customer voice/feedback to Asset Based Management (ABM team) on daily and weekly basis. Updating the CRM with accounts received from retail Du store, franchises/ vendors, Sales department and back end teams. Was Part of campaigns like fifa world cup 2018, iphone launch X, pre to post migration, home service new portfolio plans, etc. Closely following up with Billing and Collections Department to ensure that there is no revenue leakage and monitoring the same on DUverse application. Excellent knowledge of Du telecom applications such as Invoice web viewer, BSCS, Net cracker, CRM.