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Job Description

Job Title:

Sr. Quality Evaluator

Job Description

QAs are to be allocated to Creators LOB within Facebook.

The Associate Transactional Service Quality role will support our customers in the improvement of the account’s top strategic quality alignment drivers. This individual will facilitate Quality calibration sessions with Team Leaders; Evaluators; Clients and Training Instructors. This individual will perform analysis of results; participate in problem solving and participate in the development of process improvement initiatives.

Essential Functions/Core Responsibilities

  • Facilitates internal call monitoring, client and CSAT calibration sessions


  • Completes and delivers Attainment, Calibration, and Variance reporting to Operations, Program Management and Training relative to team and program level results


  • Audit evaluations completed by Team Leaders and/or Evaluators and provide direct feedback to the Team Leaders and/or Evaluators to ensure scoring accuracy


  • Provides insight to Operations and Account Management relative to improvement opportunities


  • Provides recognition to high performing teams and individuals’ relative improvement in the top two success drivers for the program


  • Develops rapport and strong working relationships with internal operations and key management personnel


  • Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change


Candidate Profile

  • Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred

  • Strong communication skills, both written and verbal


  • Proficient in Microsoft Office


  • Ability to multi-task, prioritize, and meet timelines on deliverables


  • Self-starter, sense of urgency, and works well under pressure


  • Strong attention to detail


  • Sense of professionalism and ability to develop relationships

  • Subject matter expert for Quality related client interaction on site


Career Framework Role

Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IDN Jakarta - Landmark Tower

Language Requirements:

English (Required)

Time Type:

Full time2022-05-14-07:00

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Job Detail

  • Job Id
    3b384ad9ae7683e7
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact

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