Evaluate and audit call center interactions (calls, chats, emails) based on predefined quality standards.

Provide constructive feedback to agents and team leaders to improve performance.

Develop and implement quality assessment guidelines and best practices.

Conduct regular calibration sessions with operations teams to ensure consistency in evaluations.

Identify training needs and collaborate with the training department to address gaps.

Prepare detailed reports on quality metrics, trends, and improvement plans.

Ensure compliance with company policies, customer service protocols, and industry standards.

Support new hires and agents with quality-related coaching and guidance.