Sr. Quality Evaluator

Concentrix - CA; Lima Metropolitana; Presencial; PEN 35,000 - 50,000; Jornada completa

Descripción de la vacante

A leading customer service provider in Lima is seeking a Sr Quality Evaluator to monitor and evaluate customer interactions such as calls, emails, and chats. This role is crucial for maintaining quality standards and providing insights to enhance program performance. The ideal candidate will have experience in quality evaluation and a strong understanding of client services. This position is full-time and located in Lima.

Formación

• Proven experience in quality evaluation and monitoring.
• Strong understanding of client products and services.
• Ability to work under pressure and meet productivity targets.

Responsabilidades

• Monitor and evaluate inbound and outbound calls.
• Report results to Business stakeholders.
• Participate in calibration sessions for scoring consistency.

Descripción del empleo

Overview

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.

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, 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

PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

Language Requirements:

Time Type

Time Type:

Full time

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