Job Title:
Sr. Quality Evaluator
Job Description
The Sr. Quality Evaluator is responsible for evaluating incoming and outgoing Agent interactions to ensure accuracy and compliance with established quality standards. This position assists in evaluating quality standards and provides feedback to the client to help improve program performance.
Key accountabilities:
Review and evaluate written interactions (chats and emails) made by contact center agents.
Assign scores, provide coaching, and generate improvement action plans for Agents.
Meet productivity goals, such as the number of calls monitored, and report results to stakeholders.
Participate in calibration sessions to ensure consistency in assessments and best practices.
Conduct internal quality audits to improve processes and recommend changes.
Maintain up-to-date knowledge of client products, services, and program strategies.
Contribute to updating forms and documentation, as well as prepare presentations and reports to the client weekly.
Support the review of key metrics and processes to optimize profitability and operational goals.
Main requirements:
6 months of experience in information analysis or trend analysis positions.
English proficiency level B2.
Availability for rotative shifts (day and night).
Strong analytical skills and attention to detail, as well as ability to present information through reports.
Strong communication skills are required to provide clear feedback to others.
Proficient in Excel.
Schedule: 6 days a week, and 1 rotating day off.
Concentrix is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Location:
PER Lima - Av Primavera 1013
Language Requirements:
English (Required)
Time Type:
Full time
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