ROLES & RESPONSIBILITIES: • Participates in design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to site management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Monitors email customer contacts. • Participates in customer and client listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Provides feedback to call center team leaders and managers. • Prepares and analyzes internal and external quality reports for management staff review. • Suggests training needs and developments Education and Experience: • At least 2 years of call monitoring experience, preferably from Sales / Voice based environment. • Excellent oral, written and interpersonal communication skills. • Exceptional listening and analytical skills. • Intermediate level of knowledge / expertise with PC (Word and Excel). • Strong knowledge of customer care processes and techniques. • Demonstrated ability to work well in a team environment. • Dedication to providing exceptional customer service. • Absorb the Home Loan Product Knowledge and keep self updated about the competition.