Sr. Quality Evaluator | Sentura

Concentrix Corporation; 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

# Apply With Us!## Sr. Quality Evaluator | SenturaApply: MEX Mexico City Downtown Insurgentes: Full time: Posted Yesterday: R1778305Job Title:Sr. Quality Evaluator | SenturaJob 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:MEX Mexico City Downtown InsurgentesLanguage Requirements:Time Type:Full time2026-11-10