Experienced Quality Auditor

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Minacs A tiempo completo

About Minacs: We are a leading provider of business process outsourcing (BPO) and information technology services. Our team is dedicated to delivering exceptional customer experiences through innovative solutions and expertly trained staff.

About the Role:

Sr. Quality Evaluator

Job Summary:

The Sr. Quality Evaluator will be 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. 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.

Requirements:

  • Experience in quality assurance or auditing
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Basic understanding of client products, services and/or program strategies

What We Offer:

Competitive salary: $60,000 - $80,000 per year

Benefits package including health insurance, retirement plan, and paid time off

Ongoing training and development opportunities

Location: Colombia Bogota

Language Requirements: English (Required)

Time Type: Full-time

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