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

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.