I have experience as a Phone/Email/Chat Customer Service for a few years then was promoted as a Quality Assurance Analyst. We were tasked to monitor recorded calls/chats/emails and are required to listen/review and identify the areas for improvement. Aside from coaching the agents directly on a 1 on 1 coaching session, we submit a report of their commitments and track their progress on a weekly basis based on their scores. We are required to use Root Cause Analysis to identify the issue as to why the opportunity occurred.