Sr. Quality Evaluator

Overview

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This role involves monitoring, evaluating, and auditing inbound/outbound calls and other contact methods to ensure quality and consistency.

Responsibilities

• Monitors, evaluates or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated, etc.) and report results to appropriate Business stakeholders.
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits of existing processes to determine process control and efficiencies, designed to improve overall contact quality and recommend changes.
• Maintain strong program knowledge b...