
Senior Quality Evaluator
1 week ago
Job Description
Job Description:
We are seeking a Senior Quality Evaluator to join our team in Gurgaon. The ideal candidate will be responsible for monitoring and evaluating customer interactions across calls, emails, and chat to ensure adherence to established quality standards and drive continuous improvement.
Key Responsibilities
- Monitor and evaluate a sample of inbound/outbound calls and digital channels (email, chat) to ensure compliance with quality standards.
- Assess quality metrics and share insights to support program performance improvements.
- Meet departmental productivity goals (e.g., number of calls/emails evaluated) and report evaluation results to key stakeholders such as Quality Leadership, Delivery Teams, Clients, and Account Management.
- Participate in calibration and call-listening sessions with internal teams and clients to maintain scoring consistency and implement best practices.
- Conduct internal quality audits to identify process gaps and recommend improvements.
- Maintain an up-to-date understanding of products, services, and program strategies.
- Contribute to quality documentation, including forms and legends, and assist management in reviewing key drivers, metrics, and operational processes.
Key Skills & Qualifications
- Associate's degree in a related field (or equivalent experience).
- 35 years of quality evaluation or contact-center experience preferred.
- Strong attention to detail with the ability to multi-task and meet deadlines.
- Proficiency in Microsoft Office tools.
- Excellent written and verbal communication skills.
- Self-starter with a sense of urgency and ability to work well under pressure.
Interested candidates can apply directly through LinkedIn or share an updated resume using the provided application link or email.
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