Sr. Quality Evaluator

About the role

Concentrix is seeking a Sr. Quality Evaluator to monitor and evaluate inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established Client quality standards. The role also helps assess quality standards and provides insight to Client to contribute to program performance improvements. Bilingual: B2.

Responsibilities

• Monitor, evaluate and/or audit a sample of inbound and/or outbound calls, chat and email.
• Complete Customer Facing Time monthly to stay current with Client procedures.
• Meet departmental productivity requirements and report evaluation results to appropriate Business stakeholders, including Quality Leadership, Delivery Team, Client, Account Management and Resource Unit partners.
• Participate in calibration and call-listening sessions with Quality staff, Delivery and clients to support scoring consistency and best practices.
• Participate in internal quality audits to review processes, determine process control and efficiencies, improve contact quality and recommend changes.
• Maintain strong program knowledge and a basic understanding of client products, services and/or program strategies.
• Participate in quality task forces with Business stakeholders and complete phone time to stay current on programs, as applicable.
• Contribute to maintaining forms and legends documents.
• Support management's review of key drivers, metrics and operational processes, including Training, that drive Balanced Scorecards and count profitability goals.

Requirements

• Associate's degree in a related field from a four-year college or university; 3–5 years of experience preferred.
• Strong attention to detail.
• Self-starter.

Datos clave

• Bilingual: B2.
• An associate's degree in a related field is listed; 3–5 years of experience preferred.
• Strong attention to detail is required.

Salario estimado

Salario estimado para agente de call center en Costa Rica: USD 1.000 - 200.000 al mes, según 7 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.