Senior Quality Evaluator: Elevate Customer Experience

Concentrix; Ciudad de México; Sur place; MXN 300 000 - 520 000; Plein temps

Résumé du poste

Concentrix is seeking a Sr. Quality Evaluator in Mexico City to monitor and evaluate calls, emails, and chats for adherence to quality standards.

You will contribute to program performance improvements by providing actionable insights and participating in calibration sessions with Quality, Delivery, and Client teams. The role requires delivering accurate evaluations, meeting productivity targets, and maintaining up-to-date knowledge of client products and service strategies.

Qualifications

• Monitoring and evaluating inbound/outbound calls, emails, and chats.
• Ensure adherence to quality standards and provide insights to improve performance.
• Participate in calibration sessions to ensure scoring consistency.
• Contribute to internal quality audits and process improvements.
• Maintain knowledge of client products, services, and program strategies.
• Prepare reports and communicate results to stakeholders.

Responsabilités

• Monitor, evaluate, or audit a sample of calls and other contact methods.
• Meet 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.
• Support management focus on key drivers and metrics.
• Contribute to forms and legends documents.
• Assist with training and drive Balanced Scorecards.

Description du poste

Concentrix is seeking a Sr. Quality Evaluator in Mexico City to monitor and evaluate calls, emails, and chats for adherence to quality standards.

You will contribute to program performance improvements by providing actionable insights and participating in calibration sessions with Quality, Delivery, and Client teams. The role requires delivering accurate evaluations, meeting productivity targets, and maintaining up-to-date knowledge of client products and service strategies.