Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements.

Responsibilities

• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.).
• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
• Responsible for completing required number o...