Monitors, evaluates, and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Reports the results of evaluations to appropriate business stakeholders including Quality Leadership, Operations, Client Account Management, and Resource Unit partners.
Participates in calibration sessions and call‑listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
Participates in internal quality audits, e.g., periodic audits of existing processes to determine process control and efficiencies designed to improve overall contact quality and recommend changes.
Maintains a strong program knowledge base and basic understanding of client products, services, and program strategies.
Makes recommendations for enhancements to training processes or other areas to improve performance, reduce customer...
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