• Helping the team members and assure that everyone who monitors and score calls has a thorough understanding of the performance standards and objections• Analyzed the individual performance of each team member and motivated them to perform even better.• Attending Client calibrations for Consistent Scoring and Coaching• Conduct a calibration session to fine-tune the forms if newly created or changed the Monitoring Form and Call Quality Guide.• Handling and resolving internal and external escalation on priority basis