Senior Quality Evaluator

About the role

The Senior Quality Evaluator ensures that inbound and outbound customer interactions—calls, emails, and chats—meet established quality standards. This role provides insight to improve program performance and supports stakeholders with accurate evaluation results.

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, emails evaluated) and report findings to Quality Leadership, Delivery Teams, Clients, and Account Management.
• Participate in calibration and call‑listening sessions to ensure scoring consistency and best practices.
• 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 stay current on program updates.
• Assist in maintaining forms, legends, and documentation related to quality processes.
• Support management in reviewing key metrics, operational processes, and Balanced Scorecard drivers that impact profitability.

Required profile

• Solid understanding of client products, services, and program strategies.
• Ability to achieve productivity targets while delivering accurate evaluations.
• Strong analytical mindset and attention to detail.
• Effective communication skills for reporting to multiple business stakeholders.

Required skills