Found Description
Job Description
The Quality Specialist is an individual contributor role responsible for performing activities related to quality monitoring and quality evaluations across multiple services, service tiers and languages following documented guidelines and procedures for Client Care groups. This includes collaboration and communication within the department for process improvement and quality evaluation reviews, engaging with managers and cross‑functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes, and meeting performance targets which include accuracy and efficiency.
Responsibilities
- Evaluate work performed by team members and provide feedback based on adherence to documented guidelines and procedures.
- Respond to manager inquiries in support of aligning scoring assessment decisions and calibration.
- Maintain scoring accuracy levels within calibration targets, ensu...