Sr Quality Evaluator

Concentrix

  • San Isidro, Lima
  • Permanente
  • Tiempo completo
  • Hace 9 días
Job Title: Sr Quality EvaluatorJob 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, provide insight to customers to contribute to program performance improvements.
  • 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
Career Path Policies:The game-changers must have the approval of his or her immediate supervisor to apply for the call.
  • Required tenure: 6 months.
  • Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
  • Must not have active disciplinary actions.
  • The game-changer may participate in only one process at a time.
  • Comply with the learning paths of the Corporate University.
  • Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
  • If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.
  • The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
  • Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
Location: PER Lima - Av Primavera 1013Language Requirements: English (Required)Time Type: Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

Concentrix