• Monitors calls and provide feedback to audited calls. • Partner with the training team in providing feedback that would improve overall quality of performance • Participates in call calibrations, monitoring with client and operations team • Expert on product support, escalations, verifications • Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause • Generates reports and quality updates • Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager • Defining the quality parameters to the agents and defining the scope of improvisation • Perform other duties assigned