“ROLES & RESPONSIBILITIES:

1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management
team.
3. Uses quality monitoring data management system to compile and track
performance at team and individual level.
4. Monitors email customer contacts.
5. Participates in customer and client listening programs to identify
customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for
management staff review.
10. Suggests training needs and developments”