We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!Job Summary:Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programsResponsibilities:Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfactionEnsures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating proceduresCollaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.Identify and support other opportunities for quality improvement across the team.Develop materials and process documentation to support training, as needed.Performs other duties as assigned.Skills Requirements:1 or more years of call center experience.Education Requirements:High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.