Evaluator

• Evaluate performance through call monitoring across multiple lines of business
• Conduct routine and non-routine call monitoring using preset guidelines
• Communicate findings to employees during training, front-line supervisors, and management
• Evaluate and score assigned employee member interactions using technology, systems, and standard evaluation forms
• Assess the complete member experience and technical accuracy of responses or solutions
• Identify and report configuration issues preventing appropriate interaction capture and recording
• Conduct call calibrations and coordinate feedback meetings
• Provide candid feedback, including concerns and pre-established alerts
• Identify coaching needs and performance trends and provide written recommendations
• Identify learning and knowledge opportunities and support solutions addressing performance gaps
• Assist supervisors with best practices for effective call observations
• Assist in developing team members to achieve individual and departmental goals
• Perform other assigned duties

Explore Quality Evaluator I at AAA Northeast. Review requirements and application details.