Oversee and manage the quality assurance program for Customer Relations contact center operations. Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience. Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits. Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards. Provide timely, constructive feedback to agents and Custo
