Sr. Quality Evaluator - Unilingual

cnx; Bogotá ciudad; On-site; COP 66,960,000 - 100,440,000; Full time

Job summary

cnx in Bogotá, Colombia seeks a Sr. Quality Evaluator - Unilingual to monitor and evaluate inbound and outbound calls, chats, and emails for adherence to quality standards.

You will participate in calibration sessions, support internal quality audits, and provide clear feedback to Quality Leadership, Delivery Teams, clients, and account management to drive improvements.

Responsibilities

• Monitors, evaluates and audits a sample of inbound and/or outbound calls, chats and emails.
• Reports evaluation results to Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions/call listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits designed to improve processes and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Contributes to maintaining forms and legends documents.
• Supports management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability goals.

Job description

Job Title:

Sr. Quality Evaluator - Unilingual

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

Location:

COL Bogata - Plaza Titan

Time Type:

Full time