Quality Performance Evaluation Specialist

Position Summary

The quality performance evaluation (QPE) specialist is a key contributor to maintaining and enhancing the customer experience across our operations.

This role is responsible for assessing customer interactions to ensure alignment with quality standards, regulatory compliance, and customer excellence.

By analyzing performance trends and identifying areas for improvement, the QPE Specailist that success in this role requires strong analytical capabilities, attention to detail, and a commitment to driving high-quality customer engagements.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Monitor and evaluate inbound and outbound customer interactions across multiple channels (phone, chat, email) for quality, compliance, and adherence to internal standards.


* Document audit findings and deliver clear, constructive feedback to frontline agents and supervisors.


* Identify trends, gaps, and opportunities for improvement in agent performance and customer experience.


* Collaborate with learning and development, operations, and leadership teams to support coaching, development, and process improvement initiatives.


* Participate or facilitate calibration sessions to ensure consistency and fairness in quality evaluations.


* Provide weekly quality performance evaluation coaching session for operations teams.


* Maintain accurate records of audits and contribute to regular reporting on quality metrics and KPIs.


* Assist in the development and refinement of quality scorecards, evaluation criteria, and audit tools.


* Stay current on industry best practices, compliance requirements, and customer service standards.


* Performs other related duties and special projects as needed.

Minimum Qualifications


* High School Diploma or GED.


* Two years of experience in training and material development.


* Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.


* Excellent verbal and written communication skills, including interpersonal skills.


* Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and delivery on multiple priorities.


* Exceptional analytical and problem resolution skills; ability to exercise independent and, sound judgment.


* Experience facilitating in person and virtual classrooms with proficient presentation skills.


* Proficiency with MS Office tools and applications.


* Some travel may be required.

Preferred Qualifications


* Prior multi-employer and Taft-Hartley trust fund experience.


* Bachelor's degree in training or educational related field.


* Certification in training, learning, development, or quality.


* Experience with speech analytics or quality monitoring software.


* Fa...