• Quality Monitoring: Evaluate calls/chats/emails, ensure compliance, track evaluations, adherence %, and accuracy scores.
• Feedback & Coaching: Provide timely feedback, support coaching sessions, drive agent score improvement.
• Reporting: Maintain records, generate/analyze reports, ensure accuracy and on-time submission.
• SOP Compliance: Monitor adherence, flag deviations, contribute to updates/audits.
• Continuous Improvement: Identify gaps, suggest initiatives, track implementation impact (CSAT/FCR).
• Fraud/Policy Checks: Detect/escalate violations, ensure compliance, report accurately and promptly.
• Calibration: Join sessions, align scoring, ensure consistency with QC team.

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.