Job Description What you will be doing… Conduct the required amount of call evaluations as per the Quality Assurance Managers instructions Ensure all complaints and breach issues are communicated to management when detected Always deliver high quality service Meet any required targets and contribute to business and team targets Ensure that all compliance rules as per the NFS QA Framework are always adhered to Adhere to all company policies as per the employee handbook Maintain a sound understanding of associated systems, processes, and procedures Promote effective communication within your team, sales agents, and managers Initiate initiatives around improving areas of weakness across the floor in relation to phone performance Help to ensure consistency in communicating feedback to the sales agents