Sr. Quality Evaluator Jobs

Job Title:

Sr. Quality Evaluator

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.)
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Complete phone time to keep current on programs (as applicable)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
• Contribute to maintaining forms and legends documents
• Participates 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

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements:

Time Type:

Full time

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R1396805