Onsite support of programs in the continuous improvement of Quality and key metrics. Analyzes Quality results, participates in root cause / problem solving and action planning, and supports the development of process improvement initiatives with Operations & carry out the necessary follow up.-Facilitates internal call monitoring, client and CSAT calibration sessions with Team Leaders, Evaluators, Clients and Trainers-Audit evaluations completed by Team Leaders and/or Evaluators and provide direct feedback to the Team Leaders and/or Evaluators to ensure scoring accuracy-Provides insight to Operations and Account Management relative to improvement opportunities-Interacts and coordinates with International Quality Monitoring team across all accounts to share best practices and ensure consistency-Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement-Make recommendations for continuous improvement in programs and processes.- Monitoring calls-Manage the target during coaching- Cover any investigation from the client- Analysis of reasons of dissatisfaction of customers (bucket the DSAT surveys)- Analysis for the repeated calls- Analysis for the non-first calls resolution- Other duties as assigned.