Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat).                                                                                                                            Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters.                                                                                                                                                  Feedback & Coaching: Provide detailed, constructive feedback and coaching to agents to improve their performance and address any quality issues.                                                                                                        Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality.                                                                                                                      Process Improvement: Develop and implement quality assurance guidelines, procedures, and strategies to enhance overall service quality and operational efficiency.                                                                            Reporting: Prepare and present clear, data-driven quality reports to management and stakeholders.                      Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards.                                                                                                                      Compliance: Ensure that all processes and interactions comply with company policies and regulations.