Experience Inc. Jobs

Job Title:

Sr. Quality Monitor

Job Description

The Sr. Quality Monitor 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, and provides insight to customers to contribute to program performance improvements.

Key accountabilities:

• Monitor, evaluate, and audit the chat channel of 30-40 Agents.

• Assign scores, provide coaching, and generate action plans for Agents.

• Meet productivity goals, such as the number of chats monitored, and report results to stakeholders.

• Participate in calibration sessions to ensure consistency in assessments and best practices.

• Conduct internal quality audits to improve processes and recommend changes.

• Maintain up-to-date knowledge of client products, services, and program strategies.

• Contribute to updating forms and documentation, as well as prepare presentations and reports to the client weekly.

• Support the review of key metrics and processes to optimize profitability and operational goals.

Main requirements:

• 1 year of experience as a Quality Monitor in a BPO/call center company.

• Intermediate proficiency in English (B1).

• Strong attention to detail.

• Self-starter, sense of urgency, and ability to work well under pressure.

• Demonstrated ability to multi-task and meet timelines or deliverables.

• Proficient in Excel and PowerPoint.

• Strong communication skills, both written and verbal.

Schedule: 10:00 AM - 10:00 PM (rotative), with possibility of working in graveyard shift.

Concentrix is ​​an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Location:

PER Lima - Av Primavera 1013

Language Requirements:

English (Required)

Time Type:

Full time

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