• Monitored calls and metrics, provided feedback, coaching and reporting on data per quality standards. • Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers • Adhered to corporate and client policies, procedures and guidelines. • Provides feedback to operations and performance of each agent based on the results of the call monitoring activity. • Timely/accurate completion of standard quality reports and analysis. • Demonstrates high quality root cause identification and analysis to improve customer satisfaction. • Perform data mining and collaborate with account management for action planning. • Initiate projects for process improvement for Quality remediation plans. • Identify and track errors identified during the transactional quality review process. • Alert account management when critical error is observed and provide real-rime feedback. • Assist in the resolution and response to issues and questions from the account management that may surface upon review of quality results and identified errors.