Overview:
Responsible for monitoring and scoring agent interactions to maintain service excellence. They drive improvements through insights, feedback, and trend analysis.

Core Responsibilities:

• Review recorded or live calls, chats, or tickets for quality, compliance, and tone.
• Use scorecards and QA tools to evaluate agent performance.
• Identify coaching opportunities and work with team leads on corrective plans.
• Provide feedback sessions and support training with quality insights.
• Generate reports on quality trends, CSAT/QA alignment, and compliance gaps.
• Recommend process or script improvements based on patterns observed.