• Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees to share insights, troubleshooting and improvement strategies.
• Participate and contribute to company projects and developmental meetings.
• Coach agents on a daily, weekly and monthly basis to Quality improvement
• Conduct Supervisor Interaction Audits
• Conduct Process and Agent Level Interaction Monitoring
• Ensure consistent application of the quality process/system.
• Attend and/Facilitate Client Calibration or monitoring sessions.

Job Requirements:

• Superior written and verbal communication skills and presentation skills.
• Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
• Team-oriented
• Ability to manage and develop a team across multiple sites, virtual team experience
• Self-motivated
• Performance-oriented
• Excellent oral and written communication skills, in English
• Ability to build rapport and work effectively with all levels of management and clients.
• Excellent communication and organizational skills
• Understand and comply with all company and departmental rules and regulations, policies and procedures