Job Title: Sr. Quality Evaluator (Onsite)
Join a team in Lake Mary, FL, as a Sr. Quality Evaluator. The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements. (Military veterans are encouraged to apply.)
What You Will Do In This Role
As a Sr. Quality Evaluator, you will:
•Maintain monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
•Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
•Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
•Participate 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
•Maintain 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); 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
•Deliver expert customer experiences…with a smile
Your Qualifications
•This position supports work performed under a U.S. government contract that requires employees in this role be U.S. citizens or U.S. lawful permanent residents. Employment will be contingent upon meeting this requirement.
•18 Years of age or older with a completed High School Diploma or GED – Required
•1 year of Leadership and Operational background – Required
•Associate's degree in related field from a four-year college or university with 3-5 years of experience preferred
•Strong attention to detail
•Self-starter, sense of urgency and works well under pressure
•Demonstrated ability to multi-task and meet timelines of deliverables
•Proficient in Microsoft Office
•Strong communication skills, both written and verbal
•Must adhere to the attendance policy
•Willingness to work a flexible schedule between 7 AM and 10 PM EST (MON to SUN)
•Must reside in the United States and have a valid U.S. address for residence
•For Internal Applicants – Must be meeting or exceeding performance expectations in current role – Required
What's In It For You
The base salary range for this position is $19.50/hr, (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a 401(k) retirement plan, paid time off, and holidays.
•Paid training and lucrative employee referral program
•DailyPay enrollment option to access pay "early," when you want it
•Health and wellness programs with trained partners to help promote a healthy you
•Mentorship programs that support your rewarding career journey
•A modern, state-of-the-art office setting with advanced technologies and a great team
•Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support
•Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more
•A range of other perks and benefits
Location
USA, Lake Mary, FL
Time Type
Full time
Physical and Mental Requirements
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Job Availability
This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible. The deadline to apply for this position is: 11/4/2026.
Work Authorization
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
