Senior Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, emails, and chat interactions to ensure compliance with established quality standards. This role supports continuous improvement by providing actionable insights to business stakeholders.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls and other contact methods (chat, email) for accuracy and adherence to quality standards.
• Meet departmental productivity targets such as number of calls monitored and emails evaluated each month.
• Report evaluation results to Quality Leadership, Delivery Teams, Clients, Account Management, and Resource Unit partners.
• Participate in calibration and call‑listening sessions to ensure scoring consistency.
• Conduct internal quality audits to identify process efficiencies and recommend improvements.
• Maintain a strong knowledge base of program details, client products, and services.
• Join quality task forces and support management in reviewing key metrics and operational processes.

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

• Proficiency in Microsoft Office.

What we offer

• Opportunities for internal career progression within the organization.
• Engagement in cross‑functional quality initiatives.