CARE Quality Evaluator

Department:

CARE Service Quality

Location:

Berlin | Manila | Montego Bay| Tunis | Venlo

Job Purpose

The Quality Evaluator plays a critical role in ensuring the delivery of exceptional customer experiences by monitoring and assessing frontline Specialist interactions in alignment with Vistaprint's quality guidelines, policies, and procedures. By conducting thorough evaluations, the Quality Evaluator supports the professional growth and development of Specialists, fostering their ability to provide consistently high-quality customer service. Additionally, the role involves active participation in calibration sessions and contributing actionable insights and recommendations through evaluations and reporting, ensuring global standards are consistently met or exceeded.

Organizational Chart

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Job Description

Roles and Responsibilities

The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. The Team Lead may be required to undertake differing tasks within their capability.

Monitor and Evaluate Quality Performance

Monitor assigned Specialist customer interactions (voice, screen, email, chat, back-office) to ensure adherence to Vistaprint standards.
Critically and objectively assess performance, identifying areas of strength and improvement.
Support and maintain communication to sites as requested.
Identify best practices and share insights with the Quality Senior Analyst/Supervisor.

Procedural Knowledge & Calibrations

Attend daily or weekly briefings to stay informed of procedural, product, or service changes.
Actively participate in calibration sessions (internal, site-level, and standard-setting) to ensure consistent evaluation standards.
Provide feedback to CARE operations and ensure Specialists are informed of updates, resolutions, and workarounds.

Departmental Support & Administration

Act as a Subject Matter Expert (SME) for various customer service-related issues.
Promote teamwork within the department and across the site, demonstrating alignment with Vista Behaviors.
Perform additional duties as requested by the Quality Senior Analyst/Supervisor.

Tasks and activities

Monitor and Evaluate Quality Performance

Input evaluation data into monitoring software, thoroughly documenting comments.
Meet goals for daily and Specialist-level evaluation completion targets.

Procedural Knowledge & Calibrations

Attend delivery briefings daily to ensure knowledge of updates.
Work towards reducing calibration gaps and document incidents with resolutions for future reference.
Diagnose and resolve escalated digital and non-digital issues at the first contact.
Identify and analyze trends to improve processes and enhance the customer experience.

Departmental Support & Administration

Spend adequate time in the frontline Specialist role to stay current with contact drivers (e.g., phone, chat, email).
Perform general administrative duties and contribute to a collaborative team environment.

Preferred Skills and Qualifications

Bachelor's Degree or equivalent preferred, or equivalent work-related experience.
At least two to three (3) years of experience working in a BPO/TPO/ICT environment.
Must have a minimum typing speed of at least 30 words per minute.
Proficiency in data entry and proofreading.
Solid experience with tools such as Internet browsers, MS Office, CRM, ERPs, social and mobility platforms.
Experience with quality platforms preferred but not mandatory.

Preferred skills and competencies

Customer-Centric Approach

A truly customer-centric mindset with an unreserved desire to inspire customer loyalty and deliver service excellence.
Maintains a “customer-obsessed” approach and demonstrates a positive, “nothing is impossible” attitude.
Ability to listen to and understand customer needs, articulate solutions, and manage expectations effectively.

Interpersonal and Communication Skills

Excellent verbal, written, and interpersonal skills, including outstanding English (oral, written, and conversational abilities).
Exceptional listening skills and attention to detail.
Ability to objectively measure and document intercultural customer interactions.

Analytical and Problem-Solving Skills

Ability to handle difficult situations, solve problems, and find creative resolutions.
Focus on critical details, proofread materials quickly and accurately, and complete tasks efficiently.

Technical Proficiency

Experience with using and reviewing stored data on personal computers.
Ability to perceive and distinguish emotions in telephone conversations or written dialogue.

Adaptability and Integrity

Ability to quickly adapt in a dynamic and fast-paced environment.
Demonstrates a high degree of integrity and confidentiality.

Training and Coaching Experience

Proven experience with training and/or coaching to support team or individual development.

Organizational and Multi-Tasking Skills

Ability to manage multiple tasks effectively and consistently concentrate on assigned tasks.
Capable of identifying areas for development and opportunities to improve processes.

Flexibility

Availability to work shifts as required.

Vista Behaviours

The Vista Behaviors provide a common language and shared understanding for how we expect all team members to carry themselves and are the behaviors we most value as an organization. They serve as a universal set of principles that outline how we should evaluate decisions and debate. They provide clarity on the culture we need in order to perform and be successful at every level of the organization.

Obsess over our customers and creators.