Monitor and evaluate customer service interactions.Ensure agents follow company policies and quality standards.Provide feedback and coaching points to improve agent performance.Identify common customer issues and report trends.Prepare quality reports and share insights with management.Support training and calibration sessions when needed.QualificationsPrevious experience in quality assurance or customer service is a plusStrong attention to detail Ability to evaluate calls, chats, and customer interactionsGood analytical and reporting skills Ability to provide constructive feedback to agents