Senior Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, as well as other customer contact channels such as email and chat, to ensure compliance with established quality standards. This role provides insight and feedback that drives continuous improvement in program performance.

Key responsibilities

• Audit a sampling of calls, chats, and emails 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.
• Engage in internal quality audits to identify process efficiencies and recommend improvements.
• Maintain a strong knowledge base of program details, client products, and services.
• Contribute to quality task forces and support the review of key metrics that influence Balanced Scorecards and profitability goals.

Required profile

• Associate 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.

Required skills

• Proficiency in Microsoft Office.