Perform quality audit on calls Ensure that information provided during the call done by the agents are accurate Timely and accurate completion of standard and advanced quality forms, reports and analysis Adhere to targeted call audits to be done per agent per month Attend and participates in quality calibration sessions Provide immediate education, report error trends and propose action plans to mitigate errors, as needed Will potentially perform POC tasks, as needed May be asked to take calls to keep him/herself updated or as needed