• Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures
• Provide root cause analysis on program, team and agent level identified opportunities
• Provide recommended intervention activities to address quality metric opportunities identified
• Provide training agenda feedback on nesting quality metric performance
• Provide analysis on other operational metrics such as average handle time, emails per hour, etc.
• Monitor QA Scores of the assigned account
• Track and act on customer feedback
• Review Quality parameters and make changes whenever necessary in consultation with Operations
• Monitor Calibration levels
• Prepare Quality Improvement Plans