The Quality Evaluator role supports monitoring and evaluating the quality of customer interactions for accuracy and adherence to standards, providing insights for program improvements
Job Summary
The Quality Evaluator role supports monitoring and evaluating the quality of customer interactions for accuracy and adherence to standards, providing insights for program improvements.
Essential functions include supervising work groups, managing resources, evaluating process and staff effectiveness, and developing relationships with business stakeholders.
The role requires conducting analysis on quality performance, identifying trends, determining root causes, and leading corrective action plans.
Matching Summary
The Quality Evaluator role supports monitoring and evaluating the quality of customer interactions for accuracy and adherence to standards, providing insights for program improvements.
Skills & Requirements
Must-have
Quality evaluation of customer contacts
Supervision of work group
Performance metrics tracking
Process and staff effectiveness evaluation
Facilitation of calibration sessions
Analysis of quality performance trends
Nice-to-have
Strong communication skills
Self-starter with sense of urgency
Works well under pressure
Fosters professionalism and relationship building
Key Requirements
Bachelor's Degree in related field
Two to four years of relevant experience preferred
Proficient in Microsoft Office
Ability to lead team in multi-tasking, prioritization, and meeting timelines