Senior Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound calls, as well as chat and email interactions, to ensure compliance with quality standards and to drive program improvements.

Key responsibilities

• Audit a sampling of calls and other contact methods and report results to quality leadership, delivery teams, clients and account management.
• Meet departmental productivity targets such as number of calls monitored per month and emails evaluated.
• Participate in calibration and call‑listening sessions to ensure scoring consistency.
• Take part in internal quality audits to identify process efficiencies and recommend improvements.
• Maintain strong program knowledge, including basic understanding of client products and services.
• Contribute to quality task forces and support the review of key metrics that drive balanced scorecards and profitability goals.

Required profile

• Fluent in German.
• Basic understanding of client products, services and program strategies.