• Responsible for providing auditing and tracking support to the MeridianCare Sales Leadership Team • Oversight and responsibility of auditing all member, prospective member and agent interactions with the call center staff • Conducts weekly production evaluations for assigned agents • Participates in QA calibrations, audit meetings, and team huddles • Submit Quality Resolution Plans (QRPs) for assigned agents and sales leadership • Audit all inbound and outbound communications with members, prospective members and agents • Assist with QA newsletter and FAQ tracker updates • Create and present reporting based on auditing trends and findings • Ensure new hire readiness for agents and QA staff through quality audits and training