Sr. Quality Evaluator

Job Description

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. The role assists in assessing quality standards, providing insight to customers to contribute to program performance improvements.

• 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 evaluation results to appropriate business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best pra...