Summary
The 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 and providing insight to customers to contribute to program performance improvements.
Description
Core Responsibilities
- Monitor, evaluate and / or audit a sampling of phone 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.
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Participate in quality task forces with Business stakeholders.
- Complete phone time to keep current on programs (if 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.
Candidate Profile
- + 1 year of experience in a similar position preferably in call center or BPO industry.
- Fluent in English (B2/C1) and German/Italian/Spanish /Turkish /French (C1/C2).
- Detail-oriented.
- Ability to multi-task and meet timelines on deliverables.
- Proficient in Microsoft Office.
- Effective communication skills, both written and verbal.
- Ability to work from our office in Katowice.
What We Offer
- Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance.
- Access to e-learning platforms.
- Employee Assistance Program (psychological, managerial, legal, and financial counselling).
- Free language classes.
- Interesting events, contests, lotteries, and much more.
- Stable full-time employment based on an employment contract.
