• Listen to and monitor calls for customer satisfaction, compliance, and conformity with BHG processes. • Performs live call monitoring and provides performance data to management teams. • Ensure calls comply with internal quality standards and overall consistency in the delivery of “best-practices.” • Support the overall Quality Assurance work flow by conducting customer call evaluations and providing feedback to Leadership Teams. • Collect, Coordinates, Evaluate, and provide call data for coaching, feedback and reporting. • Strong attention to detail. • Follow compliance policy and procedure.