Responsibilities and Duties: Participates in the design of Chat/call monitoring formats and quality standards.Monitor and evaluate agents’ performance concerning the quality of service offered through all channels.Performs Chat/call monitoring and provides trend data to the site management team.Uses quality monitoring data management system to compile and track performance at team and individual levels.Provide feedback to the direct manager.Deliver required reports on time with no delay.Prepare and conduct huddles for the bottom performers. Help agents improve their performance with specific instructions and constant support.Investigate customer complaints. Provide necessary coaching whenever required.Provides actionable data to various internal support groups as needed.Make recommendations for improvement. Develop plans to help the company reduce waste/loss.Perform other duties as assigned