Key Responsibilities

• Interaction Monitoring: Listen to/read calls, chats, emails in both languages for quality and compliance.
• Performance Analysis: Score interactions against quality rubrics, providing detailed feedback.
• Reporting: Document findings, track metrics, and report on quality performance to leadership.
• Coaching: Facilitate calibration sessions and provide actionable insights to agents for improvement.
• Process Improvement: Identify trends, suggest solutions, and lead/participate in projects to fix issues and enhance workflows.
• Linguistic Quality : Ensure cultural appropriateness, clarity, and correct usage of both languages in communications.