SAN LAZARO IS LOOKING FOR CUSTOMER SERVICE - UP TO 18K MONTHLY!

The Sr. Quality evaluator role is responsible for supporting, 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.Essential Functions/Core ResponsibilitiesMonitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailReports 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 practicesParticipates 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 changesMaintains strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate 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 documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goalsCandidate ProfileBachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferredEffective communication skills, both written and verbalProficient in Microsoft OfficeAbility to multi-task and meet timelines on deliverablesDetail-orientedApplicants must be willing to work on sitePreferably with customer service experience or sales experience but not requiredCareer framework RoleEntry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.