Quality Monitoring

• Monitor and evaluate customer interactions (calls, chats, emails)
• Ensure adherence to company standards, processes, and compliance guidelines
• #of evaluations completed per week/month
• % adherence to evaluation targets
• Quality accuracy score

Feedback and Coaching Support

• Provide constructive feedback based on evaluation results
• Collaborate with trainers/supervisors to improve agent performance
• Timeliness and clarity of feedback
• #of coaching sessions supported
• Improvement in agent quality scores

Reporting and Documentation

• Maintain accurate and up-to-date records of evaluations
• Generate and analyze quality reports for trends and insights
• On-time submission of reports
• Report accuracy
• Insights provided per month

Process and SOP Compliance

• Ensure agents follow standard operating procedures (SOPs)
• Participate in SOP updates or audits
• % of SOP compliance in evaluations
• #of SOP deviations flagged
• Contributions to SOP updates

Continuous Improvement

• Identify areas for improvement in customer service and internal processes
• Recommend and support implementation of quality initiatives
• #of improvement suggestions submitted
• #of suggestions implemented
• Impact of changes on CSAT/FCR

Fraud and Policy Violation Checks (if applicable)

• Detect and escalate suspicious or fraudulent behaviors
• Ensure adherence to security and compliance policies
• #of incidents flagged/escalated
• Turnaround time in reporting
• Accuracy of findings

Calibration and Alignment

• Participate in calibration sessions with team leaders, trainers, and stakeholders
• Align scoring standards across QC team
• Calibration score consistency
• Participation rate in calibration sessions
• % alignment with team scoring

Analytical & Technical Skills

• Proficient in using Excel or Google Sheets (e.g., PivotTables, formulas, data validation) to manage and analyze evaluation data.
• Familiarity with Quality Monitoring systems and CSAT reporting tools.
• Ability to turn raw data into actionable insights through dashboards or summary reports.

Process Improvement & Documentation

• Experience with root cause analysis, performance gap identification, and workflow mapping.
• Strong documentation skills to develop and maintain SOPs and quality standards.

Training & Coaching Capability

• Skilled at delivering constructive feedback and conducting coaching sessions based on quality insights.
• Able to translate evaluation results into targeted training topics for teams and individuals.
• Collaborative approach in aligning training with quality initiatives.

Soft Skills

• Detail-oriented and organized, with strong critical thinking and problem-solving abilities.
• Excellent communication and interpersonal skills for cross-team collaboration.
• Self-driven and adaptable in fast-paced, regulated, or evolving environments.

Preferred Experience

• 2–4 years in a Quality Assurance, Training, or Data analyst role within a customer service or operational support environment.
• Background in environments requiring high attention to detail, customer interaction monitoring, and adherence to internal controls.