ResponsibilitiesResponsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards.Assist with the development, analysis and distribution of recaps, findings and summaries.Assist with training new agents and re-training on policies and procedures.Remain proficient and up-to-date on policies and procedures for all operations.If needed, assist in developing new procedures, and update existing procedures when changes occur.Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings.Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.Perform other duties as may be assigned by leadership.#J-18808-Ljbffr