Sr. Quality Evaluator

Full time at Webhelp in Philippines
Posted on April 17, 2024
Job details

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
Location:

PHL Davao - Damosa Bldg 2, 2nd Flr

Language Requirements:

Time Type:

Full time2024-03-18 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
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		'currency' => 'OMR',
		'currency_name' => 'Oman Rial',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Muscat',
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		'published' => '1',
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	'jordan' => array(
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		'country_id' => '106',
		'country_code' => 'jo',
		'slug' => 'jordan',
		'global_location_id' => '110',
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		'currency' => 'JOD',
		'currency_name' => 'Jordanian Dinar',
		'languages' => 'en,ar',
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		'languages' => 'en',
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		'languages' => 'en,ar',
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	'sri-lanka' => array(
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		'country_code' => 'lk',
		'slug' => 'sri-lanka',
		'global_location_id' => '200',
		'rel_gloc_ids' => '200,1047,1048,1049,1084,1085,1086',
		'currency' => 'LKR',
		'currency_name' => 'Sri Lankan rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Colombo',
		'job_location' => '1',
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	'united-kingdom' => array(
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		'country_id' => '74',
		'country_code' => 'gb',
		'slug' => 'united-kingdom',
		'global_location_id' => '226',
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		'currency' => 'GBP',
		'currency_name' => 'British Pound',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/London',
		'job_location' => '1',
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	'malaysia' => array(
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		'currency_name' => 'Ringgit',
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		'currency_name' => 'Nepalese Rupee',
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		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kathmandu',
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		'global_location_id' => '158',
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		'currency_name' => 'Nigerian Naira',
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		'country_time_zone' => 'Africa/Lagos ',
		'job_location' => '1',
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	'newzealand' => array(
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		'country_id' => '162',
		'country_code' => 'nz',
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		'global_location_id' => '155',
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		'currency' => 'NZD',
		'currency_name' => 'New Zealand Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Pacific/Auckland',
		'job_location' => '0',
		'published' => '1',
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	'brasil' => array(
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		'country_id' => '29',
		'country_code' => 'br',
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		'global_location_id' => '30',
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		'currency' => 'BRL',
		'currency_name' => 'Brazilian Real',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'America/Sao_Paulo',
		'job_location' => '0',
		'published' => '1',
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	'portugal' => array(
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		'country_id' => '175',
		'country_code' => 'pt',
		'slug' => 'portugal',
		'global_location_id' => '174',
		'rel_gloc_ids' => '174,1014,1015,1087,1088,1089,1090',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'Europe/Lisbon',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
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	'canada' => array(
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		'country_id' => '36',
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		'global_location_id' => '38',
		'rel_gloc_ids' => '38,1019,1020,1021,1022,1023,1024,1025',
		'currency' => 'CAD',
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		'default_language' => 'en',
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		'job_location' => '0',
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	'united-states' => array(
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		'country_time_zone' => 'Africa/Luanda',
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		'currency' => 'AUD',
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		'job_location' => '0',
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	'kenya' => array(
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		'country_code' => 'ke',
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		'global_location_id' => '112',
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		'currency' => 'KES',
		'currency_name' => 'Kenyan Shilling',
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		'default_language' => 'en',
		'country_time_zone' => 'Africa/Nairobi',
		'job_location' => '0',
		'published' => '1',
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	'ghana' => array(
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		'currency_name' => 'Ghanaian Cedi',
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		'default_language' => 'en',
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		'job_location' => '0',
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		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Dublin',
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	'vietnam' => array(
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		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Ho_Chi_Minh',
		'job_location' => '0',
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		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Nicosia',
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		'published' => '1',
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		'published' => '1',
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		'global_location_id' => '132',
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		'currency_name' => 'Maldivian rufiyaa',
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		'job_location' => '0',
		'published' => '1',
		'show' => '1'
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		'languages' => 'en',
		'default_language' => 'en',
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		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
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		'job_location' => '0',
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	(int) 3 => array(
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	(int) 5 => array(
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	(int) 6 => array(
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	(int) 7 => array(
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		'slug' => 'umm-al-quwain'
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$showCVReviewLink = false
$profileInfo = array(
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	'searchKey' => '',
	'guest' => (int) 1,
	'jobCount' => '11796',
	'contributedJobCount' => '24',
	'courseCount' => null
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$environment = 'production'
$langUrlPrefix = ''
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$themeUrl = 'https://jobs.laimoon.com/'
$siteUrl = 'https://jobs.laimoon.com/'
$staticUrl = 'https://cdn.laimoon.com/jobs/'
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$pageScripts = array(
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$pageName = 'externalview'
$courseUrl = 'https://courses.laimoon.com/'
$onlineCourses = array()
$job = array(
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		'description' => null,
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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. <ul><li> Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email </li><li> 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)</li><li> Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices </li><li> 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 </li><li> Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies </li><li> 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)</li><li> Contribute to maintaining forms and legends documents </li><li> Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals </li></ul>Location:
PHL Davao - Damosa Bldg 2, 2nd Flr 
Language Requirements: 
Time Type:
Full time2024-03-18 <b> If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the  Job Applicant Privacy Notice for California Residents </b>',
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