Quality Monitoring Intern

We are seeking a motivated and detail-oriented Customer Experience Quality Monitoring Intern to support the

CX team in monitoring customer interactions, evaluating service quality, and identifying opportunities to

enhance customer experience. This internship offers hands-on exposure to quality assurance processes,

customer service operations, and performance management.

Job Responsibilities & Duties:

Ø Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact

methods including chat and email

Ø Meet departmental productivity requirements (e.g. number of calls monitored per month, number of

emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (CX

Leadership & Account Managers)

Ø Participate in calibration sessions/call listening sessions with Quality staff, and our Vendor to ensure

scoring consistency and best practices.

Ø Participate in internal quality audits (e.g. periodic audits of existing processes to determine process

control and efficiencies) designed to improve overall contact quality and recommend changes

Ø Maintain strong program knowledge base; basic understanding of company’s products, services and/or

program strategies

Ø Contribute to maintaining forms and updating scripts when needed.

Ø Hold knowledge transfer sessions in case required for team members for the tools/techniques they

would use.

Required skills and qualifications:

Ø Bachelor's degree in business, information systems, or a related field

Ø Proficient in Microsoft Office & Very Good Excel Knowledge

Ø Problem-solving mindset.

Ø Time management and organization skills.

Ø Ability to work independently and within a team.

Ø Strong observation and listening skills.