Essential Functions/Core Responsibilities
- One should be ok watching the egregious/sensitive content
- Someone coming from content moderation background preferred
● Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
● Reports 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 practices
● Participates 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
● Maintains 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)
