Concentrix · 3 months ago
Sr. Quality Evaluator
PER Lima - Avenida El Camino Real N195 Calle Santa Luisa
Full-time
Onsite
Senior LevelConcentrix is a BPO Consulting company seeking a Sr. Quality Evaluator responsible for monitoring and evaluating customer contact methods for quality standards. The role involves assessing quality, participating in audits, and contributing to program performance improvements.
Customer ServiceInformation TechnologyOutsourcingSalesUX Design
Responsibilities
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
Qualification
Required
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
Assists in the output of assessing quality standards
Provides 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
Meets 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)
Participates in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
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
Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
Participates in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); completes phone time to keep current on programs (as applicable)
Contributes to maintaining forms and legends documents
Supports management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Company
Concentrix
Concentrix is an IT firm that engages in software services, data analytics, enterprise technology, and digital operations.
Founded in 1983
10001+ employees
H1B Sponsorship
Concentrix has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2022 (1)
2021 (10)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2.15B2023-07-19Post Ipo Debt· $2.15B
2020-12-01IPO
2006-09-11Acquired
Leadership Team
Chris Caldwell
President and CEO
Pethachi Pichappan
Vice President Information Technology
Recent News
2026-01-14
2026-01-14
Company data provided by crunchbase