• Monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors • Provide continuous call evaluation feedback to representatives and advisors through written evaluations • Document and escalate call monitoring issues to management as necessary • Evaluate representatives and advisors calls using the quality monitoring data management system to compile and track performance at an individual level • Extract and organize metrics to create month-end reporting and analysis on call monitoring results for internal quality reports • Facilitate call calibration exercises to validate calls are monitored consistently • Partner with internal resources (Compliance, Legal, Supervision, Training) on training and resources • Identify performance gap trends, conduct need/skill gap analysis • Contribute to appropriate learning solutions and documentation support • Participate in various training related projects, including developing training materials, attending meetings, and facilitating training for new representatives, advisors, and managers