Complete quality audits of agent transactions each month per agreed schedule. Provide timely, relevant, and possibly sensitive feedback to agents and their team manager. Create and complete Quality Assurance reports and distribute to stakeholders. Analyze quality results and provide training, process, and quality improvement recommendations. Participate in internal and external client meetings re: quality processes, the quality form, or quality improvement initiatives. Participate in and/or manage monthly calibration sessions with internal stakeholders and/or the client. Improve agent performance through the completion of side-by-side coaching. Maintain all quality assurance metrics. Fulfill other quality & coaching assignments as needed.