Lead and supervise the quality assurance activities within the team.

Monitor and evaluate agents' performance on the program level for voice and non-voice transactions using a quality monitoring system.

Assess script adherence, data accuracy, process consistency, and product knowledge.

Analyze failures and potential failures, and develop action plans and preventive measures.

Communicate results and findings to management and stakeholders.

Ensure compliance with monitoring sample sizes for all team members.

Verify and ensure adherence to sample size requirements for ne...