Sr. Quality Evaluator | Sentura

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

Job Title:

Sr. Quality Evaluator | Sentura

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:

MEX Mexico City Downtown Insurgentes

Language Requirements:

Time Type:

Full time2026-11-10