• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts. • Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey. • Contributes to benchmark audits and targeted reviews. • Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling. • Partners with leadership to identify targeted audit needs for individual sites or teams. • Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders. • Consults with business to identify top opportunities and recommends actions to improve work product and business results. • Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed. • Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers. • May serve as team audit lead on a rotational basis. • Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits. • Analyzes audit data and assembles audit summary reports for leadership distribution. • Participates in audit closing conferences with leadership. • Completes secondary reviews of peer audits to ensure internal consistency of work. • Assists Compliance with targeted reviews. • Trains new members and mentors potential successors. Performs other duties as assigned.