• Monitor inbound and outbound calls, chats, and emails to assess agent performance and compliance with company standards.
• Evaluate agent communication, problem-solving skills, accuracy, and professionalism.
• Prepare and present quality reports and performance trends to management.
• Identify training needs and coordinate with the training department to improve agent performance.
• Provide constructive feedback and coaching suggestions to team leaders or agents.
• Participate in calibration sessions to ensure consistent quality evaluation.
• Recommend process improvements to enhance customer experience and service quality.
• Maintain accurate records of evaluation results and follow-up actions.
• Bachelor’s degree in business administration, Communications, or related field.• Minimum 1–3 years of experience in a call center quality or customer service role.• Excellent listening and analytical skills.• Strong communication and feedback-giving abilities.• Proficiency in Microsoft Office (Excel, Word, PowerPoint).• Knowledge of quality monitoring tools or CRM systems is an advantage.• Attention to detail and ability to work under pressure.