The role involves conducting regular audits of customer-facing and operational tasks to ensure compliance with quality standards. The role involves analyzing data and performance metrics to identify trends and areas for improvement. The individual is responsible for managing audited teams, providing feedback and coaching, and collaborating with the audited team POC to develop quality improvement initiatives. The role also involves documenting and maintaining quality assurance procedures, investigating customer complaints, identifying process, agent, and experience gaps, presenting regular reports on quality performance, participating in process improvement projects, and staying informed about industry best practices and requirements.
