SR QE - MoA
Core
Monitor and evaluate inbound/outbound calls, emails, and chats for accuracy and adherence to quality standards to drive program performance improvements.
Role type
Senior Quality Evaluator (IC)
Builds
Quality assurance reports and insights for clients and internal stakeholders
Domain
Customer Service Operations / Contact Center
Deliverable
dashboards & analysis
Required skills
Call monitoring, Quality auditing, Calibration, Process improvement, Metrics analysis, Program knowledge
Responsibilities
Monitor and audit customer contact methods, Meet productivity targets, Participate in calibration sessions, Conduct internal quality audits, Support management review of key drivers and metrics
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