Quality Monitoring & Evaluation:  Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards.  Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience.  Provide constructive feedback to agents to help improve their performance and skill set.  Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions.  Regularly audit customer support procedures and documentation to ensure consistency and quality. Reporting & Analysis:  Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement.  Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement.  Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction. Training & Development:  Support new hire onboarding by providing training and conducting calibration sessions.  Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality. Process Improvement:  Work with a team to implement improvements in customer support processes based on feedback and performance data.  Suggest and develop process or system enhancements to improve efficiency and customer experience. Customer Satisfaction Monitoring:  Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction.  Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers