LocationIDN Jakarta - Millennium Centennial Center
Work modeon-site
Typefull-time
SenioritySenior
Company size10,000+ people
First seenOct 10, 2026 · 1d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have9
Monitor and evaluate inbound/outbound calls and other contact methods (email, chat) for accuracy and adherence to quality standards
Assist in assessing quality standards and provide insight to customers to contribute to program performance improvements
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
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 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 and complete phone time to keep current on programs
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
About the role
Job Title:
Training & Quality Assurance
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.
Responsibilities
•
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