Determining quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to service representatives on new products.Verifies calls results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.Provides feedback to callers by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.