Senior Quality Evaluator

Senior Quality Evaluator

Key Responsibilities

• Monitor and evaluate a sample of inbound/outbound calls and digital channels (email, chat) to ensure compliance with quality standards.
• Assess quality metrics and share insights to support program performance improvements.
• Meet departmental productivity goals (e.g., number of calls/emails evaluated) and report evaluation results to key stakeholders such as Quality Leadership, Delivery Teams, Clients, and Account Management.
• Participate in calibration and call-listening sessions with internal teams and clients to maintain scoring consistency and implement best practices.
• Conduct internal quality audits to identify process gaps and recommend improvements.
• Maintain an up-to-date understanding of products, services, and program strategies.
• Contribute to quality documentation, including forms and legends, and assist management in reviewing key drivers, metrics, and operational processes.

Key Skills & Qualifications

• Associate’s degree in a related field (or equivalent experience).
• 3–5 years of quality evaluation or contact-center experience preferred.
• Strong attention to detail with the ability to multi-task and meet deadlines.
• Proficiency in Microsoft Office tools.
• Excellent written and verbal communication skills.
• Self-starter with a sense of urgency and ability to work well under pressure.

Interested candidates can apply directly through LinkedIn or share an updated resume using the provided application link or email.

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