Senior Training & Quality Evaluator: Drive Call Quality

Concentrix Corporation; Jakarta Pusat; On-site; IDR 111,600,000 - 178,560,000; Full time

Job summary

Concentrix Corporation in Jakarta is seeking a Sr Quality Evaluator to monitor and evaluate inbound and outbound calls, chats, and emails for accuracy and adherence to quality standards.

You will participate in calibration sessions, support quality audits, maintain the knowledge base, and help drive program performance improvements through analysis and collaboration with stakeholders.

Qualifications

• Monitors, evaluates, and audits a sample of inbound/outbound calls, chat, and email to ensure quality standards.
• Reports evaluation results to Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners.

Responsibilities

• Monitor and evaluate inbound and outbound calls, chat and email for accuracy and adherence to standards.
• Meet department productivity requirements and report results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Participate in internal quality audits to improve processes.
• Maintain program knowledge base and understanding of client products/services.
• Contribute to quality task forces and complete time to stay current on programs.
• Support maintenance of forms and legends documents.
• Assist management in reviewing key drivers, metrics and processes that impact quality and profitability.

Skills

Quality evaluation

Call monitoring

Calibration sessions

Stakeholder reporting

Attention to detail

Job description

Concentrix Corporation in Jakarta is seeking a Sr Quality Evaluator to monitor and evaluate inbound and outbound calls, chats, and emails for accuracy and adherence to quality standards.

You will participate in calibration sessions, support quality audits, maintain the knowledge base, and help drive program performance improvements through analysis and collaboration with stakeholders.