Sr. Quality Evaluator for Contact Center with Banking Experience

Job Title:
Sr. Quality Evaluator for Contact Center with Banking Experience
Job Description

Job Description Summary
The SR 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.
* 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

Candidate Profile
* Currently meeting KPIs
* Effective communication skills, both written and verbal - English
*
Proficient in Microsoft Office
*
Ability to multi-task and meet timelines on deliverables
*
Detail-oriented

Disclaimer
The above statements are intended to describe the general nature and level of
work being performed by people assigned to this job. They are not intended to
be an exhaustive list of all responsibilities, duties, and skills required of
personnel working within this job title.
Location:
Egypt, Cairo RHQ
Language Requirements:
English (Required)
Time Type:
Full time
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