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Open nowPosted 4 days ago

Sr. Quality Evaluator

CNX1,551 open roles

Where
MKD Skopje - City Center, str. 11 Oktomvri
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Your applicationOpen nowSr. Quality EvaluatorCNX · MKD Skopje - City Center, str. 11 Oktomvri

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. CNX postings stay open a median of 21 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 4 days ago

CNX median: 21 days open

The posting

Job Title:

Sr. Quality Evaluator

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

Language required: German

Location:

MKD Skopje - City Center, str. 11 Oktomvri

Language Requirements:

German (Required)

Time Type:

Full time2030-01-01

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