Senior Quality Analyst - Call & Email Excellence

Concentrix Experts Colombia S.A.S.; Bogotá ciudad; On-site; COP 42,000,000 - 54,000,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Bogotá is seeking a Sr. Quality Evaluator - Unilingual to monitor and assess customer interactions across calls, emails, and chat, ensuring adherence to quality standards and client requirements.

You will participate in calibration sessions, provide insights to improve program performance, and help drive quality metrics, reporting results to stakeholders and supporting operations with training inputs.

Qualifications

• Monitor and evaluate calls, emails and chats for quality.
• Assist in creating and maintaining knowledge of client products and processes.
• Participate in calibration sessions to ensure scoring consistency.

Responsibilities

• Monitor and evaluate inbound/outbound calls and other contact methods for quality adherence.
• Provide insights to improve program performance and drive quality metrics.
• Report evaluation results to Quality Leadership, Delivery, Client and Account Management.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge base and support training initiatives.
• Support management focus on key drivers and Balanced Scorecards.

Job description

Concentrix Experts Colombia S.A.S. in Bogotá is seeking a Sr. Quality Evaluator - Unilingual to monitor and assess customer interactions across calls, emails, and chat, ensuring adherence to quality standards and client requirements.

You will participate in calibration sessions, provide insights to improve program performance, and help drive quality metrics, reporting results to stakeholders and supporting operations with training inputs.