Key Responsibilities:

Quality Monitoring & Evaluation

• Conduct regular audits of customer interactions, including calls, chats, emails, and other support channels.
• Evaluate agent performance against established quality standards, scorecards, and client requirements.
• Identify trends, gaps, and opportunities for process and performance improvements.
• Ensure adherence to GoDaddy policies, procedures, and customer service standards.

Performance Management

• Provide actionable feedback to agents and Team Managers based on quality assessments.
• Participate in calibration sessions to ensure scoring consistency and accuracy.
• Support coaching initiatives by identifying development opportunities and recommending targeted action plans.
• Collaborate with operations leaders to improve overall team performance.

Report...