Quality Assurance Evaluator - Contact Center
About The Position
We are looking for a full-time Quality Assurance Evaluator to monitor, evaluate, and provide objective feedback on customer interactions across Contact Center, Support, and Training operations. In this role, you will identify opportunities for improvement, support employee development, and promote consistent adherence to company standards, policies, and customer experience expectations. This position is located on-site in our Wausau, Wisconsin office. Schedule: Monday-Friday 8:00am-4:00pm Next available training start date: October 26 Training: You will attend 3 weeks of Customer Care Training from either 8:00am-12:30pm or 1:00pm-5:30pm. Additionally, there will be in-department training during your regularly scheduled shifts.
Requirements
- Computer proficiency, including the ability to multi-task
- Excellent written and verbal communication skills
- Professionalism when speaking with internal and external customers
- Ability to deal with problems involving several variables in standardized situations and interpret customer interactions in a standardized way
- Demonstrated customer service experience (preferably in a contact center environment)
- Basic math skills using whole numbers and decimals
Responsibilities
- Evaluate customer interactions (including calls, chats, emails, and other customer contact channels) using established quality standards and evaluation criteria
- Monitor and score Contact Center Specialists, Support Department Specialists, and Trainees for customer service quality, policy adherence, accuracy, professionalism, and effectiveness
- Provide clear, objective, and actionable feedback to support employee development and continuous improvement
- Conduct coaching sessions with Specialists to review quality evaluations, recognize strengths, and identify opportunities for improvement
- Attend calibration sessions with Quality Assurance Supervisor to ensure consistency, accuracy, and uniformity
- Provide support to other departments and assist with contact center phone call volume as needed
Benefits
- Pay rate: $16.50 / hr
- 30-50% employee discount
- Paid time off: 8 personal days & 10+ vacation days per year, plus holidays
- Medical / dental / vision coverage
- 401(k) / Roth 401(k)
- Education reimbursement program
- Life insurance
- Casual dress code – Wear your sneakers to work!
- Employee referral bonus
- Opportunities for advancement
- Recognition and appreciation programs
- Learning and development platforms
- Employee Resource Groups
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
