Senior Quality Evaluator & Training Lead

PT Concentrix Services Indonesia; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

PT Concentrix Services Indonesia in Jakarta is seeking a Sr Quality Evaluator to monitor and evaluate inbound and outbound calls, emails, and chat for accuracy and adherence to established quality standards.

You will lead calibration sessions, report evaluation results to Quality Leadership and clients, and help drive program performance improvements through data-driven insights and cross-functional collaboration.

Qualifications

• Experience evaluating contact center interactions against defined quality standards.
• Ability to calibrate scoring across teams to ensure consistency.
• Strong analytical skills to support program improvements.

Responsibilities

• Monitor and evaluate inbound/outbound calls, emails, and chat for quality.
• Participate in calibration and listening sessions to ensure consistent scoring.
• Prepare and share evaluation results with Quality Leadership, Delivery Team, and clients.
• Contribute to quality audits and drive improvements in processes and performance.

Skills

Quality evaluation

Call monitoring

Reporting

Job description

PT Concentrix Services Indonesia in Jakarta is seeking a Sr Quality Evaluator to monitor and evaluate inbound and outbound calls, emails, and chat for accuracy and adherence to established quality standards.

You will lead calibration sessions, report evaluation results to Quality Leadership and clients, and help drive program performance improvements through data-driven insights and cross-functional collaboration.