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CNX

QA

CNX Quezon City, Metro Manila, Philippines

IT Services and IT Consulting · 10,001+ employees

23 h ago Closes in 3d
qa Mid (2-5 yrs) Full-time Philippines
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About the role

The Senior Quality Evaluator monitors and audits inbound and outbound customer interactions to ensure adherence to quality standards. They provide actionable insights to stakeholders to drive program performance improvements and operational efficiency.

What they look for

Quality Assurance Call Monitoring Data Analysis Performance Improvement Auditing Communication Reporting Process Control Calibration Customer Service Metrics Analysis Balanced Scorecards

Requirements

The role requires experience in quality evaluation and a strong understanding of program strategies and metrics. Candidates must be capable of participating in calibration sessions and maintaining accurate documentation of quality processes.

Full description

Job Title:

QA

Job Description

The 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, provide 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:

PHL Quezon City - UP Ayala TechnoHub Bldg G, Grd Flr

Language Requirements:

Time Type:

Full time

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