Sr Quality Evaluator

Job Title: Sr Quality Evaluator

Responsibilities

• Monitor and evaluate inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards.
• Assist in assessing quality standards and provide insights to customers to improve program performance.
• Audit a sampling of inbound and outbound calls, chats, and emails.
• Meet departmental productivity requirements such as the number of calls monitored per month and the number of emails evaluated.
• Report evaluation results to appropriate business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
• Participate in calibration and call‑listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Conduct internal quality audits of existing processes to determine process control and efficiencies, ...