Sr. Quality Evaluator
Core
Monitoring customer service contacts, analyzing data, and providing feedback to agents to improve team performance and ensure compliance.
Role type
Senior Quality Evaluator
Builds
Quality assurance reports and process improvement initiatives
Domain
Business Services / Customer Engagement
Deliverable
dashboards & analysis
Required skills
Business and root cause analytical skills, transactional monitoring, feedback and coaching, compliance audit awareness, data analysis
Preferred skills
Ability to improve team quality, process improvement recommendations
Responsibilities
Monitor contacts, prepare and provide feedback to agents, conduct data analysis and create reports, participate in calibrations, ensure policy compliance, identify training gaps, drive process improvement initiatives
Seniority
Mid-level, hands-on IC