Senior Quality Evaluator — Call & Chat Quality Expert

CNX; Ciudad de México; On-site; MXN 180,000 - 300,000; Full time

Job summary

Sentura in Mexico City is seeking a Sr. Quality Evaluator to monitor and evaluate inbound/outbound calls and other customer contacts such as email and chat for accuracy and adherence to quality standards.

You will participate in calibration sessions, assist in quality audits, maintain knowledge of client products, and support management in analyzing key drivers and metrics to improve program performance.

Responsibilities

• Monitors, evaluates and audits a sample of inbound/outbound calls and other contact methods including chat and email.
• Meets departmental productivity requirements and reports results to stakeholders.
• Participates in calibration sessions to ensure scoring consistency and best practices.

Job description

Sentura in Mexico City is seeking a Sr. Quality Evaluator to monitor and evaluate inbound/outbound calls and other customer contacts such as email and chat for accuracy and adherence to quality standards.

You will participate in calibration sessions, assist in quality audits, maintain knowledge of client products, and support management in analyzing key drivers and metrics to improve program performance.