Customer Service Professional

• This individual monitors, audits, and evaluates customer interactions to ensure representatives follow company standards, maintain regulatory compliance, and provide professional, high-quality care.
• The feedback provided by this role helps supervisors coach and train their employees to ensure team members consistently deliver high standards of service.
• Key Responsibilities Interaction Monitoring & AI Auditing: Actively listen to recorded calls, monitor interactions, and leverage AI-powered speech/conversation analytics tools to evaluate agent accuracy, sentiment trends, model performance, policy adherence, and customer engagement.
• Compliance & Escalation: Identify non-compliant behaviors, procedural failures, or security risks during audits, and immediately escalate critical findings to appropriate stakeholders.
• Employee Feedback: Turn evaluation data into simple, actionable feedback that helps team leads coach agents and gives leadership clear updates Ops Form Management & Analytics: Accurately complete, maintain, and log data within dedicated QA scorecards and forms to track performance trends, compliance metrics, and operational documentation.
• System Usage & Multi-Tasking: Seamlessly navigate multiple customer contact systems simultaneously

I am recruiting for 3rd Largest financial services company in all portfolios. Being direct with my client, I work with hiring managers directly. All niche projects need talented resources coming from great companies, let me know if you want to be part of it?