Sr. Quality Evaluator

About the role

The Senior Quality Evaluator ensures that inbound and outbound customer interactions—calls, emails, and chats—meet established quality standards. You will provide actionable insights to improve program performance and support continuous improvement initiatives.

Key responsibilities

• Monitor, evaluate, and audit a sample of inbound/outbound calls, emails, and chat interactions.
• 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 strong program knowledge and basic understanding of client products and services.
• Join quality task forces with cross‑functional stakeholders and contribute to forms, legends, and documentation.
• Support management in reviewing key metrics, Balanced Scorecards, and profitability goals.

Required profile

• Proven experience in quality evaluation 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 business partners.

Required skills

What we offer

• Opportunity to influence service quality across multiple channels.
• Collaboration with diverse internal and client teams.
• Professional development in quality management practices.