Sr. Quality Evaluator

Job Title:

Sr. Quality Evaluator

Job Description

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, and provides insight to customers to contribute to program performance improvements.

Key accountabilities:

• Monitor, evaluate, and audit the calls of 30-40 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:

• 1 year of experience as a Quality Analyst/Monitor in a BPO/call center company (preferred).
• English proficiency level B2.
• Strong analytical skills and attention to detail.
• Demonstrated ability to multitask and meet timelines or deliverables.
• Proficient in Excel and PowerPoint.
• Strong communication skills, both written and verbal.

Schedule: 6 days a week, with a rotating day off.
Shifts depending on operations availability:
a) Morning shift from 7:00 AM to 4:00 PM
b) Afternoon shift from 2:00 PM to 11:00 PM
c) Early morning shift from 11:00 PM to 8:00 AM

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.

Disclaimer: Concentrix hires only those individuals who are legally authorized to work in the country of the advertised position.

Location:

PER Lima - Av Primavera 1013

Language Requirements:

English

Time Type:

Full time

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