• Developing, implementing, and communicating QA metrices
• Creation, improvement, monitoring and reporting on all activities, processes, and procedures
• Performing regular, detailed audits and reviews in order to spot opportunities in processes, skills sets and product
• Career coach and mentor, expert in agent development programs i.e. instance mentoring, peer-to-peer, live burge in, glide path mirroring e.t.c
• Training needs analysis, hygiene checks, mystery shopping, surveys & VOCs