• Audit calls/interactions/transactions for aligned Teammates • Coach Teammates for performance improvement (campaign specific) • Report performance for an aligned span on a daily/weekly/monthly basis • Provide inputs and basis audits for briefings and training which need identification • Partner with Team Leaders (TLs) in leading team meetings for metrics improvement • Participate in strategic projects for the campaign/LOB • Identify and escalate any potential quality issues per defined process • Isolate and report defects; verify defect fixes • Suggest process/system improvements based on common customer concerns • Accomplish other responsibilities assigned by management • Drive quality initiatives, contests and campaigns for the assigned span • Be updated on knowledge and serve as SME for the campaign/LOB