Sr. Quality Evaluator
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 established quality standards. Key responsibilities include assessing quality, providing insights for program improvements, participating in calibration sessions, conducting internal quality audits, and maintaining a strong program knowledge base. The role requires meeting productivity requirements and supporting management in reviewing key metrics and operational processes.
Required Qualifications
- Experience in quality evaluation of customer interactions (calls, emails, chat)
- Strong understanding of quality standards and metrics
- Ability to assess and report on performance standards
- Skills in participating in calibration and quality audit sessions
- Basic knowledge of client products and services
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