Responsibilities:Monitor and evaluate customer service interactions to ensure adherence to quality and compliance standards.Provide targeted coaching sessions to improve agents’ customer handling skills, communication quality, and problem-solving capabilities.Collaborate with Operations and Training teams to implement best practices that enhance customer experience and service quality.Conduct calibration sessions to ensure consistency in evaluation standards and alignment across teams.Support in identifying recurring customer pain points and contribute to continuous improvement initiatives.Foster a positive and motivating environment while ensuring strong alignment with company values and customer experience standards.Job Requirements:Minimum 1 year of experience in the BPO industry.At least 6 months of experience in Quality Assurance or Quality Coaching.Strong understanding of customer service quality standards, monitoring, and evaluation processes.Experience in handling audits, calibration sessions, and quality reporting is a plus.Strong communication, analytical, and problem-solving skills.Ability to analyze customer interactions and identify improvement opportunities.Good command of Microsoft Office tools, especially Excel and Google Sheets.English proficiency at B1/B2 level or above (spoken and written).Strong attention to detail and a customer-centric mindset.