1. Monitor, Audit calls , emails , chats etc.2. Assess agent performance
3. Monitoring trends
4. Technological responsibilities
5. Competitors call analysis
6. Design evaluation programs
7. To conduct calibration sessions with operations and training teams.
8. Generating daily , weekly & monthly Quality Reports.
9. Should have knowledge of 5 to 7 tools of quality.
10. Assistance for continual improvement
11. Providing trainings to agents on quality parameters