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Quality Evaluator - Medellin

3.00 to 5.00 Years Colombia (Colombia) 29 Apr, 2025

Job Location	Colombia (Colombia)
Education	Any Graduate
Salary	As per Industry Standards
Industry	Telecom, IT-Hardware/Networking
Functional Area	Sales/Business Development
EmploymentType	Full-time

Job Description

Job Title:Quality Evaluator - MedellinThe 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, 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.
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.

Location:COL Medellin - Proyecto FIC 48, #18A-14Language Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.

Keyskills :
quality standards assessment call monitoring techniques evaluation reporting process improvement strategies customer interaction analysis account management

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