Monitor and grade agent interactions for adherence to client and company quality standards; record scores, provide feedback, participate in calibrations, identify performance trends, complete reporting, and escalate suspicious behavior or policy infractions.

The role involves assisting customers with delinquent accounts, providing solutions for repayment, and ensuring a positive customer experience in both English and Spanish.

The Training Generalist is responsible for designing and conducting training sessions to enhance employee skills and performance while assessing training effectiveness and providing support to managers.