- 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
OnsiteFull Time
Responsibilities
- monitoring calls
- reporting results
- participating calibration
Requirements
- Associates degree preferred
- 3+ years experience preferred
- Strong attention to detail
- Microsoft Office proficiency
- Strong written and verbal communication
Technical tools mentioned
Microsoft Office
Job description
About Concentrix
Provides customer experience and digital solutions to global brands.
Year founded
1983
Employees
290000
Industries
Activities
Organization type
Public
Subsidiaries
Headquarters
US
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Sr. Quality Evaluator (Call Center)
Lima, Lima, Peru
OnsiteFull Time
Monitor and evaluate inbound/outbound calls, emails, and chats for quality; ensure adherence to standards; report results and participate in calibration.