Monitor and evaluate Patient interactions (calls, emails, chats)Ensure agents comply with quality standards, scripts, and proceduresProvide feedback and coaching to improve agent performanceIdentify trends and areas for improvementPrepare quality reports and performance scorecardsWork closely with team leaders and trainers for continuous improvementConduct calibration sessions to maintain evaluation consistencyEnsure compliance with company policies and client requirements Working Hours - Fixed night shift: 7:00 PM – 4:00 AM - 5 working days per week (Monday – Friday) - 2 days off per week - 1-hour lunch break RequirementsMinimum 1–2 years experience in BPO / Call CenterExperience in call monitoring, quality scoring, and feedbackStrong communication and analytical skillsGood knowledge of quality metrics (CSAT, AHT, FCR)High attention to detail and problem-solving abilityAbility to work in a fast-paced environment