• Monitor and evaluate inbound and outbound calls, chats, and/or emails for quality assurance purposes. • Assess agent performance against established QA scorecards, focusing on soft skills, compliance adherence, and sales effectiveness. • Document and report QA findings clearly and consistently, identifying performance trends and opportunities for improvement. • Collaborate with supervisors to deliver performance feedback to agents and support coaching efforts. • Assist in calibration sessions to ensure scoring consistency across the QA team and frontline managers. • Maintain compliance with financial regulations, internal policies, and industry standards (e.g., TCPA, HIPAA, state-specific disclosures). • Support QA reporting, compiling and analyzing data to inform leadership on trends, risks, and training needs. • Provide input on QA scorecard updates and contribute to continuous process improvement efforts.