Senior Quality Evaluator – Call Center

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, as well as email and chat interactions, to ensure compliance with established quality standards. This role supports continuous improvement by providing insights and reporting to business stakeholders.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls, emails, and chats for accuracy and adherence to quality standards.
• Meet departmental productivity targets (e.g., number of calls monitored per month) and report findings to Quality Leadership, Delivery Teams, Clients, and Account Management.
• Participate in calibration and call‑listening sessions to ensure scoring consistency.
• Conduct internal quality audits to identify process efficiencies and recommend improvements.
• Maintain a strong knowledge base of program details, client products, and services.
• Engage in quality task forces with various business stakeholders and contribute to documentation such as forms and legends.
• Support management in reviewing key metrics, operational processes, and training initiatives that drive performance and profitability.

Required profile

• Associate’s degree in a related field (preferred) with 3‑5 years of relevant experience.
• Strong attention to detail and ability to work under pressure.
• Self‑starter with a sense of urgency and proven multitasking abilities.
• Excellent written and verbal communication skills.
• Must meet internal tenure, performance, and disciplinary criteria for eligibility.

Required skills

• Proficiency in Microsoft Office.