💼 About This Role

You'll monitor and evaluate agent calls to ensure quality and compliance guidelines are met. Your work will drive agent development and consistent productivity. You'll play a key role in maintaining transparent relationships with supervisors and teams.

🎯 What You'll Do

• Monitor and evaluate agent calls daily.
• Meet departmental and provider evaluation goals.
• Coach agents on calls monitored.
• Track and document calls and evaluation scores.

📋 Requirements

• Quality assurance experience required
• Contact center experience mandatory
• Excellent written and verbal communication skills
• Intermediate computer skills

✨ Nice to Have

• Reporting skills
• Excel higher skills desired
• Speech Analytics Software knowledge