Sr. Quality Evaluator

Concentrix; Lima Metropolitana; Presencial; PEN 84.061 - 117.686; Jornada completa

Descripción de la vacante

A global customer service company in Lima is seeking a mid-senior level Sr. Quality Evaluator to monitor and evaluate the quality of customer interactions through various channels. The ideal candidate will participate in quality audits, meet productivity requirements, and support operational processes to enhance service quality. This full-time position offers an exciting opportunity to engage in quality assurance within a leading IT services firm.

Formación

• Strong program knowledge base; basic understanding of client products and services.
• Experience in quality assurance and monitoring metrics.
• Ability to participate in calibration and quality task forces.

Responsabilidades

• Monitor, evaluate, and audit inbound/outbound calls.
• Meet productivity requirements and report results.
• Participate in internal quality audits to enhance contact quality.

Conocimientos

Call monitoring

Quality auditing

Client communication

Process improvement

Descripción del empleo

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• 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

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Quality Assurance

Industries

IT Services and IT Consulting

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