**JOB SUMMARY**: Responsible for monitoring quality and accuracy attributes, identify root causes, and recommend solutions to address opportunities to achieve the operation’s goals and objectives. Keep in touch with clients. Ensure that client, quality, and corporate consumer satisfaction goals are met or addressed in a timely manner. **RESPONSIBILITIES**: - Monitor/evaluate customer interactions to drive customer experience improvements. - Calibrate and support high quality and amazing customer experience standards. - Participate in joint call (contact) monitoring with client, client services team and call center team. - Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner. - Analyze data; recommend solutions to address root cause. - Monitor quality and accuracy attributes; recommend solutions to address root cause. - Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. - Provide recommendations on improving operational process to achieve quality/VOC goals and objectives. - Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated. - Coordinate efforts with Learning Department to ensure that appropriate training and development is in place to address client quality initiatives. **EDUCATION**: - Degree or equivalent combination of education and directly related experience. **REQUIREMENTS**: - 6 months on your current position. - Not having any verbal warnings or disciplinary processes active (90 days). - Excellent metrics and performance. - Full time availability. **EXPERIENCE**: - One or more years of experience demonstrating knowledge of call center operations, goals, and processes. - Experience as a quality analyst - Stable background as product specialist, technical support agent or customer service advisor. **SKILLS REQUIRED**: - Strong leadership skills with ability to manage multiple teams and large groups of people. - Performance Management Skills (coaching, feedback). - Strong verbal/written communication and facilitation skills. - Strong interpersonal skills in action plan creation, agent skill development. **Knowledge/Abilities**: - Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team. - Demonstrated ability to analyze processes, think operationally and strategically to achieve QA and Customer satisfaction/experience results, along with operational metrics improvement.