Senior Quality Evaluator - Call & Email Quality Lead

PT Concentrix Services Indonesia; Kota Yogyakarta; On-site; IDR 111,600,000 - 200,880,000; Full time

Job summary

PT Concentrix Services Indonesia is seeking a Sr. Quality Evaluator to monitor and audit a sample of inbound/outbound calls, chats, and emails from the Yogyakarta site.

You will participate in calibration sessions to ensure consistent scoring and collaborate with Quality Leadership, Delivery, Client, and Account Management teams. The role requires maintaining knowledge of client products and program strategies, contributing to quality initiatives, and supporting KPI-focused discussions to drive

Qualifications

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Participate in calibration sessions/call listening sessions to ensure scoring consistency and best practices.
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability goals.

Responsibilities

• Monitor, evaluate and audit calls and other contact methods including chat and email.
• Meet departmental productivity requirements and report results to stakeholders.
• Participate in calibration and listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency.

Skills

Audit & evaluation

Calibration sessions

Quality reporting

Job description

PT Concentrix Services Indonesia is seeking a Sr. Quality Evaluator to monitor and audit a sample of inbound/outbound calls, chats, and emails from the Yogyakarta site.

You will participate in calibration sessions to ensure consistent scoring and collaborate with Quality Leadership, Delivery, Client, and Account Management teams. The role requires maintaining knowledge of client products and program strategies, contributing to quality initiatives, and supporting KPI-focused discussions to drive