Senior Quality Evaluator

Concentrix - CA; Lima Metropolitana; Presencial; PEN 103,000 - 155,000; Jornada completa

Descripción de la vacante

A global customer management company in Lima is seeking a Senior Quality Evaluator to monitor calls and evaluate customer interactions. This role will improve the quality of service and ensure adherence to established standards. Applicants should be detail-oriented and capable of participating in audits to enhance performance. The position is full-time and based in Lima.

Responsabilidades

• Monitors and evaluates inbound/outbound calls and contact methods.
• Participates in internal quality audits and maintains quality standards.
• Contributes to maintaining forms and legends documents.

Descripción del empleo

Overview

Job Title: Senior Quality Evaluator

The Senior 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 assessing quality standards and provides insight to contribute to program performance improvements.

Responsibilities

• 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) and report results 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

Career Path Policies

The game-changers must have the approval of his or her immediate supervisor to apply for the call.

• Required tenure: 6 months.
• Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
• Must not have active disciplinary actions.
• The game-changer may participate in only one process at a time.
• Comply with the learning paths of the Corporate University.
• Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
• If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.
• The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
• Any other guidelines that may arise in the Career Path process due to the legislation of each location or client\'s guidelines will be recorded within the current procedure and platform.

Location: PER Lima - Marcos Farfan 3346, Independencia

Language Requirements:

Time Type: Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents