The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards
Job Summary
The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards.
As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
Participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
Matching Summary
The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards.
Skills & Requirements
Must-have
Monitor inbound/outbound calls
Evaluate customer contact methods
Adhere to quality standards
Provide performance insights
Participate in calibration sessions
Maintain program knowledge base
Nice-to-have
Contribute to process efficiencies
Support management focus
Keep current on programs
Key Requirements
Less than one year of relevant experience preferred