Quality Monitoring Intern

About the role

We are looking for a motivated Quality Monitoring Intern to join our Customer Experience (CX) team. You will support the monitoring of customer interactions across multiple channels, helping to evaluate service quality and identify improvement opportunities.

Key responsibilities

• Monitor, evaluate, and audit a sample of inbound and outbound calls, chat, and email interactions.
• Meet productivity targets such as the number of calls monitored and emails evaluated each month.
• Report evaluation results to CX leadership and account managers.
• Participate in calibration and call‑listening sessions with quality staff and vendors to ensure scoring consistency.
• Assist in internal quality audits to improve process control and efficiency.
• Maintain a strong knowledge base of the program, products, and services.
• Update forms and scripts as needed and conduct knowledge‑transfer sessions for team members.

Required profile

• Bachelor's degree in Business, Information Systems, or a related field.
• Strong problem‑solving mindset with good time‑management and organizational skills.
• Ability to work both independently and collaboratively.
• Excellent observation and listening abilities.

Required skills

• Proficiency in Microsoft Office.
• Very good knowledge of Excel.