Sr. Quality Evaluator
Core
Monitors and evaluates inbound/outbound customer interactions (calls, chat, email) for accuracy, compliance, and customer experience alignment; supports knowledge management and continuous improvement.
Role type
Senior Quality Evaluator
Builds
Customer experience quality assurance and operational process improvements
Domain
Customer Service Operations / Quality Assurance
Deliverable
dashboards & analysis
Required skills
Quality evaluation, Root cause analysis, Knowledge base management, Calibration, Process improvement, Data validation, COPC principles, Stakeholder reporting
Preferred skills
Associate's degree, 2 years experience, COPC familiarity, Microsoft Office proficiency
Responsibilities
Audit customer interactions across channels, Conduct root cause analysis for quality trends, Maintain and update knowledge base articles, Validate customer satisfaction detractors and FCR metrics, Participate in calibration sessions, Deliver quality refresher sessions to teams
Seniority
Senior, hands-on IC