Sr. Quality Evaluator Call Center Airline Experience

Concentrix; San Isidro; Presencial; PEN 85,000 - 121,000; Jornada completa

Descripción de la vacante

Una empresa de servicios al cliente en Lima busca un Sr Quality Evaluator responsable de monitorear y evaluar la calidad de las interacciones con los clientes. Se valoran conocimientos en Call Center y un año de experiencia previa. El candidato ideal contribuirá a mejorar el rendimiento del programa mediante evaluaciones y auditorías de calidad.

Formación

• 1 año de experiencia en control de calidad.
• Conocimientos en métodos de evaluación de llamadas y contacto.

Responsabilidades

• Monitorear y evaluar llamadas entrantes/salientes.
• Participar en calibraciones para asegurar consistencia en la puntuación.
• Mantener un conocimiento sólido del programa y productos.

Conocimientos

Call Center

Calidad

Educación

Educación mínima: Universitario

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.

Qualifications / Requirements

• Requerimientos- Educación mínima: Universitario
• 1 año de experiencia
• Conocimientos: Call Center, Calidad
• Palabras clave: senior, sr, calidad, quality, qa, callcenter, teleoperador, telefonista, telephonist, telefonico