Sr Quality Evaluator

Job Title

Sr. Quality Evaluator

• Job Profile Summary
  
  

The Sr. Quality Evaluator is responsible for monitoring and evaluating inbound and outbound customer interactions across all channels (calls, chat, email) to ensure accuracy, compliance, and adherence to established quality standards. The role contributes directly to program performance improvement by providing insights, validating customer sentiment, enhancing processes, and maintaining a strong operational knowledge base. This position also supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business.

Job Description

Core Quality Evaluation Responsibilities

• Monitors, evaluates, and audits a sampling of inbound/outbound calls, chat, and email interactions for accuracy, compliance, and customer experience alignment.
• Meets departmental productivity requirements (e.g., number of calls monitored, chats reviewed, emails evaluated) and reports results to key stakeholders including Quality Leadership, Delivery, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions with Quality, Delivery, and Client teams to ensure scoring consistency and best practices.
• Supports internal quality audits to assess process control, compliance, and efficiency; recommends improvements based on findings.
• Maintains strong program knowledge, including client products, services, and strategic priorities.
• Participates in quality task forces and completes periodic phone time (as applicable) to stay current on program updates.
• Contributes to maintaining and updating forms, legends, and quality documentation.
• Ability to professionally drive the below tasks :
• KB Management & Revamp — Acts as KB Author; updates, restructures, and maintains Knowledge Base articles to ensure accuracy, usability, and alignment with evolving processes.
• Quality Target Fulfillment — Ensures monthly/weekly quality targets are achieved across Calls, Chat, and Email channels.
• CSAT Detractor Validation — Validates detractor surveys across all channels to determine accuracy, root cause, and agent impact; ensures data integrity for customer satisfaction reporting.
• Process Enhancement — Identifies process gaps and recommends improvements to enhance customer experience and operational efficiency.
• Root Cause Analysis (RCA) — Conducts structured RCA for recurring issues, detractors, and quality trends; collaborates with cross‑functional teams to implement corrective actions.
• FCR Validation — Validates First Contact Resolution accuracy across interactions to ensure correct reporting and operational alignment.
• COPC Awareness — Applies COPC principles in quality evaluation, documentation, and continuous improvement activities.
• Flexible Working Hours — Supports operational needs through flexible scheduling, including extended hours when required.
• Additional Tasks — Performs any additional responsibilities assigned by the manager to support business priorities and operational excellence.
• Delivering Refreshment Session — Delivers targeted refresher quality sessions and promotes continuous quality scorecard awareness to ensure team members are fully aligned with operational metrics and compliance standards.
• Candidate Profile
• Associate’s Degree in a related field with 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Self‑starter with a strong sense of urgency; performs well under pressure.
• Demonstrated ability to multi‑task and meet deadlines for deliverables.
• Proficient in Microsoft Office and quality evaluation tools.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with cross‑functional teams.
• Familiarity with COPC standards is an advantage.
• Flexible with working hours to support business needs.

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