Sr. Quality Evaluator (Call Center)
On-site · Lima, Lima Province, Peru
Job Summary
The Sr. Quality Evaluator is responsible for monitoring and evaluating inbound and outbound calls and other customer contact methods for adherence to quality standards. Responsibilities include assessing call quality, reporting evaluation results, conducting calibration sessions, participating in internal audits, and supporting management in reviewing key performance metrics. Successful candidates must have experience in call center quality evaluation, a strong understanding of quality standards, and the ability to participate in quality task forces.
Required Qualifications
- Experience in call center quality evaluation
- Strong knowledge of quality standards for customer communications
- Ability to conduct quality audits and provide feedback
- Experience participating in calibration sessions and quality task forces
- Basic understanding of client products and services
- Ability to meet productivity requirements
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