To support the manager in creating and refining quality standards that align with organizational goals.To implement established quality assurance policies and procedures to ensure consistent service delivery.To regularly monitor and assess agent performance through contact evaluations and provide constructive feedback.To check that all agents meet the necessary qualifications and training standards for their roles and recognize agents who are not meeting performance KPIs, and provide targeted support and training.To stay abreast of quality Improvement Initiatives and take proper actionTo provide reports on the effectiveness of quality improvement initiatives, progress, and outcomes.To identify serious performance or behavioral issues and escalate them to management for further action.To identify skill gaps among CR customer-facing teams in terms of P&S training or soft skills training and recommend training or development programs to managers to address these needs.To analyze external factors that may impact service quality and recommend adjustments to policies or practices.To ensure that agents are well-informed about products and services, to provide accurate information to customers with the cooperation of trainers.To recommend process improvements to BPI Specialists to facilitate enhancement in service delivery and overall efficiency.To cooperate with the training department in developing and refining training programs based on QA findings.To offer ongoing suggestions to agents to help them improve their performance and meet quality standards.To ensure remote agents maintain quality standards through regular evaluations and feedback.To gather and analyze customer feedback to provide insights that can improve service delivery and customer satisfaction.To investigate the underlying causes of performance issues and provide solutions/suggestions to address them.To align quality assurance scores with customer feedback to ensure a comprehensive understanding of service quality.