Sr. Quality Evaluator - Unilingual

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

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals