Sr. Quality Evaluator (Aspiring to be 33% need it)

Sr. Quality Evaluator (Aspiring to be 33% need it)

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards. This position assists in assessing quality standards and provides insights to customers to contribute to program performance improvements.

Responsibilities

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and client...