Quality Consultant – Contact Center

🔥 0 minutes ago

🌐 Mexico, Brazil – Remote

🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Capgemini

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1967

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

📋 Description

• Evaluate business unit performance and quality of contact, processing, and/or file handling • Evaluate quality of service, regulatory compliance, and adherence to established procedures • Assess the customer impact of errors and subsequent handling of the customer journey • Contribute to benchmark audits and targeted reviews • Identify trends and recommend priority actions to improve customer experience and business results • Partner with leadership to identify targeted audit needs for sites or teams • Independently execute audits, analyze results, write audit summary reports, and communicate results to local leaders • Consult with business teams and recommend actions to improve work product and business results • Participate in leadership meetings and calibration sessions to provide consultation and recommendations • Provide technical assistance with auditing tools and applicable technology • Serve as team audit lead on a rotational basis • Organize pertinent data, communicate expectations to peers, and arrange calibrations and re-audits • Participate in audit closing conferences with leadership • Complete secondary reviews of peer audits for internal consistency • Assist Compliance with targeted reviews • Train new members and mentor potential successors • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent required • 1-3 years of experience working in claims or contact center • Prior Quality and Call Center experience • Fluent English • Experience in a Performance Coach or similar position is preferred • Experience in a Supervisory position or team lead role is preferred • Experience with internal FWS, Farmers, and/or Bristol West system is preferred • Valid, local legal authorization to work in the country where the role is based at the time of hire • No work authorization sponsorship unless explicitly stated

🏖️ Benefits

• Competitive salary and performance-based bonuses • Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc. • Career development and training opportunities • Dynamic and inclusive work culture within a globally renowned group • Private Health Insurance • Pension Plan • Paid Time Off • Training & Development • Benefits differ based on employee level • Personal data processing in accordance with applicable data protection and privacy laws and FBS internal policies • Employment conditional upon valid, local legal authorization to work in the country where the role is based; no sponsorship unless explicitly stated • Exclusivity of employment and conflict-of-interest requirements during employment