Training & Quality Assurance

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

Job Title:Training & Quality AssuranceJob DescriptionThe 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 goalsLocation:IDN Jakarta - Millennium Centennial CenterLanguage Requirements:Time Type:Full time2026-09-29