Sr. Quality Evaluator - Sentura

Monitor and evaluate inbound and outbound calls and other customer contact methods for accuracy and adherence to quality standards. Participate in calibration sessions and internal quality audits to ensure scoring consistency and recommend process improvements. Maintain a strong knowledge base of client products and services, and contribute to quality task forces with business stakeholders.

Experience in quality evaluation or a related field. Strong understanding of quality standards and metrics. Ability to analyze data and provide insights for performance improvements. Familiarity with customer contact methods such as calls, emails, and chat.