Senior Quality Evaluator

Senior Quality Evaluator – Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.

This position assists in the output of assessing quality standards, providing insight to customers to contribute to program performance improvements.

Responsibilities

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Meets 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 (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and cli...