Required Quality Analytics - Delhi

1. Perform quality monitoring and provide trend data, quality reports, and feedback to CRM and higher management
2. Review email responses to members and provide trend data, quality reports, and feedback
3. Participate in the design of call/email monitoring formats and quality standards
4. Use quality monitoring data management system to compile and track performance at team and individual level
5. Participate in member listening programs to identify customer needs and expectations
6. Provide actionable data to various internal support groups as needed
7. Coordinate and facilitate call calibration sessions for customer care staff
8. Perform other duties as assigned

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