Quality Management Consultant

Quality Management Consultant

Duration:

6–12 months + extension Location:

Remote Working Hours:

EST time zone

Role Overview We are seeking experienced Quality Management (QM) / Agent Evaluation Consultants.

The role is hands-on and operational, focused on conducting real agent evaluations using established QM methodologies and feeding structured results into the beta trial team to validate the new tool.

Key Responsibilities Perform agent evaluations and quality audits using formal QM processes Score agent interactions (calls, chats, etc.) Complete QA scorecards and evaluations Capture findings, evidence, and insights Support assessment, analysis, and validation of QM/audit outputs Ensure evaluations follow consistent, structured quality standards Communicate findings clearly to internal stakeholders

Required Experience Proven, real-world experience conducting agent evaluations / QA audits Experience with Verint QM or Five9 QM Hands-on use of formal Quality Management tools Strong understanding of: QA scorecards, Calibration