Job Description

Quality Monitoring & Auditing

• Monitor, evaluate, and audit a consistent sampling of inbound and outbound customer interactions, including voice calls, chat, and email.
• Ensure high standards of departmental productivity by meeting specified targets for the number of interactions monitored and evaluated per month.
• Participate in calibration sessions and call listening sessions with Quality staff, Delivery teams, and clients to ensure scoring consistency and best practices.

Process Improvement & Stakeholder Reporting

• Perform internal quality audits periodically to determine process control, identify efficiencies, and recommend necessary changes.
• Report evaluation results accurately to appropriate business stakeholders, including Quality Leadership, Delivery Teams, Clients, Account Management, and Resource Unit partners.
• Contribute to maintaining comprehensive forms and legend documents to reflect current quality standards.

Knowledge Management & Performance Support

• Maintain a strong program knowledge base with a solid understanding of client products, services, and overall program strategies.
• Support management in reviewing key drivers, metrics, and operational processes, including Training, to drive balanced scorecards and profitability goals.
• Participate in quality task forces with key business stakeholders and maintain currency on program updates through regular phone-time sessions.

Job Requirement

Education & Qualifications

• Associate or Bachelor's Degree from an accredited college or university.

Experience & Knowledge

• Two to four years of relevant professional experience is highly preferred.
• Demonstrated understanding of customer contact center operations and quality assessment methodologies.

Skills & Competencies

• Strong attention to detail and ability to analyze customer interactions objectively.
• Strong communication skills, both written and verbal, for effective reporting and feedback delivery.
• Proficient in Microsoft Office applications for documentation and data reporting.
• Demonstrated ability to multi-task and meet strict timelines for all deliverables.

Personality & Attitude

• Self-starter with a strong sense of urgency.
• Highly capable of working effectively under pressure.