Sr. Quality Evaluator

Job Title:

Sr. Quality Evaluator

Job Description

The Senior Quality Evaluator role will support our customers in the improvement of the account’s top strategic quality alignment drivers. This individual will facilitate Quality calibration sessions with Team Leaders; Evaluators; Clients and Training Instructors. This individual will perform analysis of results; participate in problem solving and participate in the development of process improvement initiatives.

Essential Functions/Core Responsibilities  

• Facilitates internal call monitoring, client and CSAT calibration sessions 

    

• Completes and delivers Attainment, Calibration, and Variance reporting to Operations, Program Management and Training relative to team and program level results

    

• Audit evaluations completed by Team Leaders and/or Evaluators and provide direct feedback to the Team Leaders and/or Evaluators to ensure scoring accuracy

    

• Provides insight to Operations and Account Management relative to improvement opportunities

    

• Provides recognition to high performing teams and individuals’ relative improvement in the top two success drivers for the program

    

• Develops rapport and strong working relationships with internal operations and key management personnel

    

• Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

English, Korean (Required)

Time Type:

Full time

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