• Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines. • Review data and interactions to support the ongoing maintenance of AI-driven tools. • Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements. • Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets. • Communicate and document any known issues or risks and escalate to leadership as appropriate. • Present results in a clear, concise, and compelling manner. • Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business. • Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards. • Evaluate a minimum number of interactions daily, based on set standards for interaction type. • Research escalated customer complaints and provide readouts to Operations or Client Services. • Adhere to Expert and customer privacy expectations. • Attend relevant new hire training classes to inform Experts of the Quality process. • Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews. • Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion. • Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes. • Host listening sessions with Quality, Operations, or Client Services. • Provide readouts on Quality performance per Line of Business (LOB). • Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer. • Perform other duties and special projects as assigned.