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Monitors customer interactions across web, voice, email, and written channels to evaluate quality and CSAT performance. Analyzes survey feedback, call recordings, contact reasons, sentiment, and operational trends; identifies process and coaching opportunities; prepares reports; conducts calibration and coaching sessions; and recommends continuous improvements. The role also supports compliance with QISMS, HIPAA, information security, and quality standards.

Monitors customer interactions across web, voice, email, and written channels to evaluate quality, CSAT, compliance, and operational performance. Analyzes survey feedback, call recordings, sentiment, contact reasons, and process issues; prepares reports and actionable insights; conducts calibration and coaching sessions; supports training and incentive programs; and recommends continuous process and systems improvements while maintaining HIPAA and information security compliance.

Reviews calls, emails, and chats for accuracy and compliance; analyzes quality trends, identifies process deficiencies, and recommends improvements. Conducts audits, test calls, focus groups, calibrations, and monitoring activities. Serves as a quality subject matter expert, supports internal and client audits, ensures scoring consistency, and coordinates remediation initiatives to improve service quality and process performance.

Reviews calls, emails, and chats for accuracy; identifies quality trends, process gaps, and customer service deficiencies; recommends improvements; supports audits and calibrations; conducts targeted audits and test calls; serves as a subject matter expert; analyzes data to drive remediation, process improvements, and scoring consistency across teams and sites.

Leads an operations enablement team supporting training, quality review, onboarding, and operational excellence. Oversees calibration, reviewer coaching, quality evaluations, reporting, workflow prioritization, and compliance across contact center channels. Partners with operations and cross-functional stakeholders to identify performance gaps, improve customer experience, implement process and training enhancements, and maintain proficiency in relevant systems, policies, and procedures.

Design, develop, implement, and maintain new hire and ongoing training for contact center roles. Create engaging eLearning, instructor-led, and microlearning content using authoring tools, measure learning effectiveness, mentor others, partner with operations and SMEs, and lead curriculum projects using Agile practices to keep materials current and aligned to business needs.

Design, develop, implement, and maintain new-hire and ongoing contact center learning content using instructional design methodologies and authoring tools; measure training effectiveness; lead projects, mentor peers, partner with SMEs and operations, and pilot emerging learning technologies to improve learner engagement and performance.

Design, develop, implement and maintain new-hire and ongoing training curriculum for contact center roles using instructor-led, virtual, and eLearning formats. Create engaging micro-learning, role-plays, evaluations, and measure training effectiveness. Partner with operations and SMEs, lead projects, mentor peers, and pilot emerging learning technologies to improve learner engagement and training impact.