Hybrid in the office Tuesday through Thursday and work from home on Monday and Friday. Position Overview This individual monitors, audits, and evaluates customer interactions to ensure representatives follow company standards, maintain regulatory compliance, and provide professional, high-quality care. The feedback provided by this role helps supervisors coach and train their employees to ensure team members consistently deliver high standards of service.

Key Responsibilities:

Interaction Monitoring & AI Auditing:

Actively listen to recorded calls, monitor interactions, and leverage AI-powered speech/conversation analytics tools to evaluate agent accuracy, sentiment trends, model performance, policy adherence, and customer engagement.

Compliance & Escalation:

Identify non-compliant behaviors, procedural failures, or security risks during audits, and immediately escalate critical findings to appropriate stakeholders.

Employee Feedback:

Turn evaluation data into simple, actionable feedback that helps team leads coach agents and gives leadership clear updates

Ops Form Management & Analytics:

Accurately complete, maintain, and log data within dedicated QA scorecards and forms to track performance trends, compliance metrics, and operational documentation. Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.