Quality Evaluator Content Moderation (open for Vietnamese-relocate to Malaysia)1 day ago Be among the first 25 applicants
Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, 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).
Meets departmental productivity requirements (e.g.
number of calls monitored per month, number of emails evaluated, etc.).
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.
Additional Requirements:
Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred.
Excellent verbal and written communication skills.
Proficient with feedback and coaching skills.
Must have the ability to work under pressure.
Proficient with MS Office (PowerPoint, Excel, Word).
Drive for self-learning and knowledge enhancement.
Flexible in working in all shifts as per client requirements.
Must have analytical abilities to analyze data and trends from effectiveness surveys.
Seniority LevelMid-Senior level
Employment TypeFull-time
Job FunctionCustomer Service
IndustriesIT Services and IT Consulting#J-18808-Ljbffr