Senior Quality Evaluator
Core
Monitoring and evaluating inbound/outbound calls, emails, and chats for accuracy and adherence to quality standards.
Role type
Senior Quality Evaluator
Builds
Quality assurance insights and program performance improvements
Domain
Customer service operations
Deliverable
dashboards & analysis
Required skills
Call monitoring, Quality auditing, Calibration, Process improvement, Metrics analysis, Stakeholder reporting
Responsibilities
Monitor and evaluate customer contact methods, Meet productivity requirements, Participate in calibration sessions, Conduct internal quality audits, Maintain program knowledge base, Support management review of key drivers and metrics