Senior 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. You will provide actionable insights that help improve program performance and customer experience.

Key responsibilities

• Audit a sample of calls, emails and chat sessions and meet monthly productivity targets.
• 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 and recommend improvements.
• Maintain up‑to‑date knowledge of client products, services and program strategies.
• Contribute to quality task forces and help maintain forms and documentation.
• Support management in reviewing key metrics that drive 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 skills.
• Excellent written and verbal communication abilities.
• Open to internal candidates from Legacy Webhelp LOBs who meet performance and tenure criteria.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Opportunity to influence quality standards in a dynamic call‑center environment.
• Collaboration with cross‑functional teams and senior stakeholders.
• Access to corporate learning paths and career development resources.