Review and audit customer emails to ensure compliance with quality and regulatory standards.
Monitor customer interactions: listen to interactions and evaluate agents’ performance against established quality metrics.
Monitor and evaluate agent calls to ensure professional, polite, and compliant consumer interactions.
Provide daily support to the Main Line team during designated timeframes.
Perform review and validation of Sedric-generated red alert data and RPA exception outputs to ensure audit database accuracy for key risk factors, including manual correction of failed automation files and proper handling of sensitive alert categories.
Participate in quality improvement initiatives and work with other departments to implement changes that improve the customer experience.
Stay current with industry trends and best practices for quality assurance in customer service.