Monitors performance on a daily basis, by taping, listening to, reviewing and evaluating calls;

Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller;

Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring;

Reports script problems or questions to appropriate areas;

Assists clients in monitoring specific programs as needed;

Makes monthly call monitoring plan and execute this plan;

Provides relevant information for Monthly Quality Report;

Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained;

Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other.