Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.- contribute to call calibration sessions to evaluate agent performance.- identify lapses in agents' performance and provide constructive feedback for improvement.- engage in customer listening to identify customer pain points and expectations.- drive the implementation of improved customer engagement strategies to increase agents' efficiency.- ensures communication is effectively delivered and appropriately addresses all customer concerns.*requirements*:- have hands-on experience working in call center quality assurance or related roles.- be tech-savvy and competent in microsoft office suite or google workspace.- knowledge and experience tracking key customer service qa metrics.proven qa call center experience*salary*: $6,* per week*education*:- high school or equivalent (required)*experience*:- call center: 3 years (required)- qa agent: 3 years (required)*language*:- english 85% (required)work location: in person