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 (e.g. email, chat) 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
Primary Responsibilities:
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
- Complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Requirements
- Fluency in German or Duch or Polish or Czech
- Fluency in English language.
- Minimum 2+ years of Quality Assurance Programs experience.
- Quality audit and quality management related experiences (would be an asset).
- Ability to work in fast and evolving workflows with eye for detail.
- Ability to maintain calm while meeting strict deadlines.
- Comfortably in exercising quality standards in ambiguous scenarios.
- Computer fluency and understanding the necessity of a data-driven approach.
- Vendor experience, a plus.
- COPC familiarity, a plus
Benefits
- Competitive Salary (14 salaries per year).
- Permanent Contract with the company.
- Continuous Training.
- Career Development Opportunities.
- Hybrid Working.
- Modern amp; Friendly working environment.