Senior Quality Evaluator

About the role

The Senior Quality Evaluator is responsible for monitoring and assessing inbound and outbound calls, as well as other customer contact channels such as email and chat. The role ensures that interactions meet established quality standards and provides insights to improve program performance.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls, emails, and chat interactions for accuracy and compliance.
• 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 improvements.
• Maintain a strong knowledge base of program details, client products, and services.
• Join quality task forces with business stakeholders to drive enhancements.
• Support management by reviewing key metrics and operational processes that impact balanced scorecards and profitability goals.

Required profile

• Demonstrated experience in quality monitoring or assurance within a contact‑center environment.
• Ability to meet productivity and reporting requirements.
• Strong analytical mindset with attention to detail.
• Effective communication skills for collaboration with multiple stakeholders.
• Basic understanding of client products, services, and program strategies.

Required skills