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. The role supports program performance improvements by providing insight and feedback to stakeholders.

Key responsibilities

• Audit a sample of calls, chats, and emails each month and report findings to Quality Leadership, Delivery Teams, and Account Management.
• Meet departmental productivity targets for monitored contacts and evaluated communications.
• Participate in calibration and call‑listening sessions to maintain scoring consistency.
• Contribute to internal quality audits aimed at improving process control and efficiency.
• Maintain up‑to‑date knowledge of client products, services, and program strategies.
• Join quality task forces with cross‑functional stakeholders to drive Balanced Scorecard metrics 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

• Microsoft Office