- Completes monitoring sessions with representatives by monitoring various communication channels. - Provides feedback regarding strengths and opportunities for improvement. Daily audit and review of agent’s phone calls, order processing and adherence to policy - Provides documentation of agent improvements and development opportunities. Meets supervisors on a regular basis to provide feedback on their team’s quality (individual members and overall team) - Attends and participates in Calibration sessions together with other coaches and clients to share ideas and some best practices - Coaching and mentoring representatives directly to provide consistent feedback regarding the development of action plans; builds strong partnerships with supervisors to improve coaching impacts and benefits. - Makes recommendations for further training for individual agents and agent groups as a whole. It also identifies trends in customer problems/issues found while monitoring. - Presents new material and facilitates to all agents through new hire classes and team meetings. Material may include, but are not limited to updates on quality form, best practices, and other related information.