Listen to recorded calls or scripts between customers and agents.

Observe chat sessions or email correspondence to assess the agent's communication skills, knowledge, and adherence to company policies and procedures.

Evaluate the quality and effectiveness of customer interactions based on predefined criteria, which may include script adherence, professionalism, empathy, problem-solving skills, and adherence to compliance regulations.

Ensure that agents adhere to regulatory requirements, company policies, and industry standards, especially in industries with strict compliance regulations (e.g., healthcare, finance).

Report any breach identified during interactions and submit compliance and quality assurance reports to management.

Collect, verify, and record client identification and business documents.

Input and update client information in company databases. Flag incomplete, suspicious, or high-risk profiles for compliance review.

Monitor document expiry dates and request updated documents from clients.

Maintain secure storage of KYC records in compliance with data protection regulations.