Senior Quality Evaluator – Call Center

About the role

The Senior Quality Evaluator ensures that inbound and outbound calls, as well as email and chat interactions, meet established quality standards. You will provide insights that help improve program performance and support continuous improvement initiatives.

Key responsibilities

• Monitor, evaluate, and audit a sample of calls, emails, and chats 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 efficiencies and recommend improvements.
• Maintain a strong knowledge base of program details, client products, and services.
• Join quality task forces with business stakeholders and contribute to documentation such as forms and legends.
• Support management by reviewing key drivers, metrics, and operational processes that impact balanced scorecards and profitability.

Required profile

• 1‑2 years of relevant experience preferred.
• High school diploma.
• Strong attention to detail and sense of urgency.
• Self‑starter capable of multitasking and meeting deadlines.
• Proficient in Microsoft Office.
• Excellent written and verbal communication skills in English (minimum B2 level).

Required skills

• Microsoft Office

What we offer

• Opportunities for internal career progression after a minimum six‑month tenure.
• Participation in corporate learning paths and quality task forces.