Principal Accountabilities
● Assist the team where necessary in finding and resolving, with guidance, discrepancies, if any, in the reports. 
● Perform quality monitors and audits to detect opportunity areas.
● Assist operations by tracking, documenting and reporting quality levels.
● Provide periodic feedback to representatives.
● Monitor recorded calls, chat and email cases.
● Attend and aid conducting monthly calibrations to evaluate and understand monitoring parameters and be aligned with the guidelines.
● Cross-functional support among teams within the organization.

Job Complexity

Professional: 
● Has no discretion to vary from established procedures.
● Has no related work experience or has work experience but requires formal training in theories/concepts in own function.
● Works under general supervision.
● Entry-level professional role.
 
Support: (Associate) 
● Has advanced specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
● Works independently; receives minimal guidance.
● Acts as an informal resource for colleagues.
● Identifies and resolves key issues and patterns from partial/conflicting data.
● Takes a broad perspective to problems and spots new, less obvious solutions.
● A senior level support role.

Experience / Education
Typically requires a 4-year degree and 1–2 years of experience or a 2-year degree and equivalent related experience.