What You'll Do:

• Monitor & Evaluate: Perform regular call and transaction monitoring to evaluate agent performance against quality standards and compliance guidelines.
• Provide Feedback: Deliver timely, constructive, and objective feedback to agents and team leaders to drive performance improvement.
• Analyze Trends: Identify and report on emerging quality trends, common errors, and root causes.
• Calibrate: Participate in and lead quality calibration sessions with operations and training teams.

What You'll Bring:

• Bachelor's Degree in any field.
• Minimum 1 year of experience as a Quality Analyst, Quality Specialist, or similar role within a BPO/Call Center environment.
• Proven ability to meet and exceed quality evaluation targets.
• Exceptional listening, anal...