Sr. Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, emails, and chat interactions to ensure they meet established quality standards. This role provides insight to improve program performance and supports continuous improvement across the contact center.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls, emails, and chat sessions.
• Meet departmental productivity targets (e.g., number of calls monitored per month).
• Report evaluation results 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.
• Maintain strong knowledge of program details, client products, and services.
• Join quality task forces and contribute to form and legend documentation.
• Support management in reviewing key drivers, metrics, and operational processes.

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.
• Open to internal candidates from Legacy Webhelp LOBs who meet tenure and performance criteria.

Required skills

• Proficiency in Microsoft Office.