Job Description

Primary Responsibilities:

Monitor and Evaluate Customer Interactions:
Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
Document findings accurately and consistently to support fair and objective evaluations.
Provide Feedback and Coaching Support:
Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
Support coaching sessions by identifying specific behaviors and opportunities for improvement.
Track Quality Metrics and Trends:
Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
Prepare reports and summaries that help leadership make informed decisions.
Ensure Compliance with Standards: