Job Description

Work Remotely: Yes

Job Types: Full-Time, Permanent

Duties and Responsibilities:

  • Assessing the quality of the performance of our agents who deal with our existing and potential customers.

  • Monitors inbound and outbound calls and email responses to assess agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

  • This individual will assist in developing, creating, and implementing company quality processes and procedures; as well as making recommendations for enhancements to training materials, scripts, and processes as needed to enhance the overall customer experience.

  • Participates in the design of call monitoring formats and quality standards.

  • Provides trend data to the company specifically with the Team Leaders.

  • Uses a quality monitoring data management system to compile and track performance at team and individual levels.

  • Utilize and monitor NPS and public reviews process for FV

  • Performance NPS and public reviews surveys and provide the necessary recommendations to the agent.

  • Performs/monitors FV email responses, text and chat messages to our clients and members.

  • Participates in customer and client listening programs to identify customer needs and expectations.

  • Provides actionable data to various internal support groups as needed.

  • Coordinates and facilitates call calibration sessions for each team.

  • Provides feedback to the team leaders and managers both for CF and FV.

  • Prepares and analyzes internal and external quality reports for management staff review.

  • Perform other duties as assigned.


  • Strong analytical and problem-solving skills
  • Outstanding organizational skills
  • Attention to details
  • Excellent English both written and verbal communication
  • Good interpersonal skills and willingness to communicate with clients, colleagues, and management as needed
  • Ability to work independently with little or no supervision
  • Strict adherence to the company’s guidelines and policies
  • Good time management skills, including prioritizing, scheduling, and adapting as necessary
  • Willing to work full time from home


  • Company Christmas gift
  • Fully-paid off-site Company team-building/events
  • Equipment upgrade
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Supplemental Pay Types

  • Anniversary bonus
  • Attendance bonus
  • Birthday bonus
  • QA bonus
  • Quarterly bonus

Work Schedule

  • 8-hour shift
  • Monday to Friday
  • Sat-Sun Off


To apply: Please click this online application link and complete the form: to start with your application process.

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