Senior Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, chats, and emails to ensure compliance with established quality standards. This role provides insight to improve program performance and supports stakeholders across quality leadership, delivery, and client teams.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls, chats, and emails for accuracy and adherence to quality standards.
• Meet 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 and share best practices.
• Conduct internal quality audits to identify process improvements and recommend changes.
• Maintain a strong knowledge base of program details, client products, and services.
• Join quality task forces with business stakeholders and keep current on program updates.
• Help maintain forms, legends, and documentation related to quality processes.
• Support management in reviewing key metrics, operational processes, and training initiatives that drive balanced scorecards and profitability goals.

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 be an internal “game‑changer” with supervisor approval, at least six months tenure, and meeting performance KPIs.

Required skills

• Proficiency in Microsoft Office.