Senior Quality Evaluator: Elevate Customer Experience & QA

Concentrix; Ciudad de México; Hybrid; MXN 320,000 - 420,000; Full time

Job summary

Concentrix in Mexico City Downtown is seeking a Sr. Quality Evaluator to monitor and evaluate inbound and outbound calls, emails and chats for accuracy and adherence to established quality standards. This role supports in output assessment and program performance improvements.

You will participate in calibration sessions with Quality staff, Delivery teams, and clients to ensure scoring consistency and best practices, and report results to stakeholders for continuous improvement.

Qualifications

• Monitors, evaluates, and audits calls, emails, and chats for quality adherence.
• Understands client products and services to assess accuracy and processes.
• Participates in calibration with Quality, Delivery, and client teams.

Responsibilities

• Monitor inbound/outbound calls, emails, and chats against quality standards.
• Provide evaluation results and insights to Quality Leadership and clients.
• Participate in calibration sessions to ensure scoring consistency.
• Help drive program improvements and action plans based on findings.

Skills

Call monitoring

Quality evaluation

Calibration sessions

Job description

Concentrix in Mexico City Downtown is seeking a Sr. Quality Evaluator to monitor and evaluate inbound and outbound calls, emails and chats for accuracy and adherence to established quality standards. This role supports in output assessment and program performance improvements.

You will participate in calibration sessions with Quality staff, Delivery teams, and clients to ensure scoring consistency and best practices, and report results to stakeholders for continuous improvement.