Led a project to boost the quality of answers provided by our call center agents. Used a new system to track and review how agents respond to calls. Created a scoring system to measure answer quality and gave agents feedback and coaching to help them improve. Updated call scripts and shared best practices for handling tough questions. Key Achivement •Set up a new way to assess answer quality. •Increased the rate of solving issues on the first call by 18%. •Helped agents give more accurate answers with targeted coaching. •Raised customer satisfaction scores related to answer quality by 20%.