· Listen inbound/outbound call recordings, find out anomalies and report to the lead.
· Participates and design call monitoring formats and quality standard.
· Compile statistical reports and trends improve quality control
· Able to use quality monitoring data management system to compile and track performance at team and individual level.
· Provides actionable data to various internal support group as needed.
· Provides feedback to management teams.
· Identify and escalate priority issues.
· Suggesting better parameters to team leads.