The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards
Job Summary
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards.
This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email and reports results of evaluations to appropriate Business stakeholders.
Matching Summary
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards.
Skills & Requirements
Must-have
monitoring inbound/outbound calls
evaluating customer contact methods
adherence to quality standards
meeting departmental productivity requirements
maintaining program knowledge base
Nice-to-have
contribute to program performance improvements
participate in calibration sessions
support management focus on key drivers
Key Requirements
Basic understanding of client products, services and/or program strategies