Senior Quality Evaluator - Elevate Customer Interactions

Concentrix; Bogotá ciudad; On-site; COP 33,480,000 - 58,032,000; Full time

Job summary

Concentrix is seeking a Sr Quality Evaluator to monitor and assess contact interactions across calls, chat, and email, ensuring adherence to quality standards and process guidelines. You will participate in calibration sessions, support quality audits, and provide insights to improve program performance.

Strong knowledge of metrics and client programs is valued. This role focuses on maintaining a robust knowledge base and collaborating with quality leadership, delivery teams, and clients to

Qualifications

• Monitor and audit a sample of inbound/outbound calls and other contact methods.
• Ensure accuracy and adherence to established quality standards.
• Report evaluation results to Quality Leadership and Delivery teams.

Responsibilities

• Monitor and audit calls, chat, and email for quality.
• Meet productivity targets for evaluations and reports.
• Participate in calibration sessions to ensure scoring consistency.
• Contribute to quality audits and process improvements.
• Maintain knowledge of client products, services, and strategies.
• Support initiatives to improve Balanced Scorecards and profitability metrics.

Skills

Monitoring

Auditing

Quality standards

Job description

Concentrix is seeking a Sr Quality Evaluator to monitor and assess contact interactions across calls, chat, and email, ensuring adherence to quality standards and process guidelines. You will participate in calibration sessions, support quality audits, and provide insights to improve program performance.

Strong knowledge of metrics and client programs is valued. This role focuses on maintaining a robust knowledge base and collaborating with quality leadership, delivery teams, and clients to