1. Participates in design of call monitoring formats and quality standards.

2) Performs call monitoring and provides trend data to site management team.

3) Uses quality monitoring data management system to compile and track performance at team and

individual level.

4) Performs monitors of customer care email responses.

5) Participates in customer and client listening programs to identify customer needs and expectations.

6) Provides actionable data to various internal support groups as needed.

7) Coordinates and facilitates call calibration sessions for call center staff.

8) Provides feedback to call center team leaders and managers.

9) Prepares and analyzes internal and external quality reports for management staff review.

10) Perform other duties as assigned.