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The Quality Evaluator role involves supporting the assessment and evaluation of inbound and outbound calls, as well as other customer contact methods. This includes monitoring and evaluating the quality of these interactions to ensure adherence to established standards.
This position requires the ability to provide insights to customers aimed at improving program performance.
- Evaluate a sampling of inbound and outbound calls, as well as other contact methods including chat and email
- Present findings of evaluations to relevant stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participate in internal quality audits designed to improve overall contact quality and recommend changes
- Maintain strong knowledge base; basic understanding of client products, services and/or program strategies
- Collaborate with Business stakeholders on quality task forces (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Meet productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
- Stay current on programs by completing phone time (as applicable)
- Contribute to maintaining forms and legends documents
- Support review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability goals
