Quality Monitoring Intern

We are seeking a motivated and detail-oriented Customer Experience Quality Monitoring Intern to support theCX team in monitoring customer interactions, evaluating service quality, and identifying opportunities toenhance customer experience. This internship offers hands-on exposure to quality assurance processes,customer service operations, and performance management.Job Responsibilities & Duties:Ø Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contactmethods including chat and emailØ Meet departmental productivity requirements (e.g. number of calls monitored per month, number ofemails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (CXLeadership & Account Managers)Ø Participate in calibration sessions/call listening sessions with Quality staff, and our Vendor to ensurescoring consistency and best practices.Ø Participate in internal quality audits (e.g. periodic audits of existing processes to determine processcontrol and efficiencies) designed to improve overall contact quality and recommend changesØ Maintain strong program knowledge base; basic understanding of company’s products, services and/orprogram strategiesØ Contribute to maintaining forms and updating scripts when needed.Ø Hold knowledge transfer sessions in case required for team members for the tools/techniques theywould use.Required skills and qualifications:Ø Bachelor's degree in business, information systems, or a related fieldØ Proficient in Microsoft Office & Very Good Excel KnowledgeØ Problem-solving mindset.Ø Time management and organization skills.Ø Ability to work independently and within a team.Ø Strong observation and listening skills.