Job DescriptionJob Description:- Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy. Own and govern the end-to-end quality assurance process across all stages of the business.What kind of work will you be doing (Domain - Job skill requirement)- Review and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Investigate the supporting files.- Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call.- Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.- Coach and develop team me...