Sr. Quality Assessor

Come be DISRUPTIVE with us! At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization that's why we invest in an individual's growth and development from day one.

The Commercial Quality Lead Assessor plays a critical role in supporting call center operations by auditing and evaluating email and phone interactions to ensure compliance with Milwaukee Tool standards. This position is a self-directed, high-functioning member of the Technical Service Team, focused on maintaining quality, driving process improvements, and enhancing the overall customer experience

Duties and Responsibilities

• Plan systematic sampling, audits and assessments of call center interactions (phone and email) to ensure adherence to company standards and compliance requirements.

• Lead agent performance assessments against established quality benchmarks & company policies.

• Deliver clear, constructive feedback to team leaders and agents to drive performance improvement.

• Prepare and contribute to monthly quality assurance reports for leadership, highlight trends, and actionable insights.

• Research and recommend industry best practices to enhance call center quality and customer experience.

• Support collection and analysis of "Voice of Customer" data to identify improvement opportunities.

• Collaborate with cross-functional teams to resolve quality-related issues and maintain consistent commercial quality standards

Education and Experience Requirements

• High school diploma or equivalent education

• 3+ years in quality assurance, auditing, call monitoring, or customer service evaluation preferred

• Ability to deal with confidential material

• Advanced Skills with Analytical software (Power BI, Excel)

• Excellent verbal and written communication, organizational, and interpersonal skills