Conduct quality-related reviews of agent performance, evaluating against client and internal qualitystandards to ensure proper customer and transaction handling. This includes call, visit and back officemonitoring, review of data entry/transactions processed, and evaluation of any other performance metric thatmay impact quality (i.e. handle time, speed of answer, service level, etc.).· Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for theirteam members. Support supervisory staff in their coaching efforts and provide coaching assistance asneeded.· Responsible for completing required number of quality reviews for each agent based on client/companyperformance guidelines.· Document and report all observations thoroughly by maintaining observation forms and call centermonitoring database.· Document and report operational and department established metrics.· Participate in internal and external client monitoring/calibration sessions in order to ensure thoroughunderstanding of programs, goals and client standards of excellence.· Participate in and support the management team in identifying and acting on opportunities that improve thequality and value of the service we provide to our clients and our employees.· Responsible for understanding and complying with all policies, procedures, and regulations relating to jobduties.· Perform other duties as assigned by management.Bachelors’ Degree (BD) with one (1) to three (3) years of experience in customer service or AssociateDegree (AD), or 60-64 college credits, with three (3) to five (5) years of experience in customer service or atleast 5 years work experience in lieu of.