Training & Quality Assurance

PT Concentrix Services Indonesia; Jakarta Pusat; Presencial; IDR 66 960 000 - 133 920 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Quality evaluation

Call monitoring

Reporting

Descrição da oferta de emprego

Job Title: Training & Quality Assurance 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: IDN Jakarta - Millennium Centennial Center

Language Requirements: Time Type: Full time2026-09-29

Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges, designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly.. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.