Sr. Quality Evaluator

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key responsibilities:

• Monitor customer contacts to identify areas of improvement
• Conduct real-time coaching sessions and maintain proper documentation
• Present quality insights during client and internal calls, including calibration sessions
• Collaborate closely with Operations and Quality teams to design and implement action plans
• Drive key performance metrics such as NPS, CSAT, Quality, and Repeat Rate to enhance process efficiency and customer satisfaction
• Support administrative tasks including dip checks and quality sessions for both production and new hire teams
• Contribute to process improvement initiatives and foster a culture of innovation
• Stay updated with company policies and promptly report any observed security incidents
• Maintain confidentiality of company and customer information, ensuring it is not disclosed to unauthorized individuals

Desired Skills:

• Strong communication and feedback delivery skills
• Proficiency in soft skills training, especially in customer interaction and phone etiquette
• High levels of maturity and professionalism
• Ability to perform under pressure and adapt to unstructured environments
• Solution-oriented mindset with strong analytical abilities
• Proficiency in MS Office tools (PowerPoint, Excel, Word)
• Effective people management and interpersonal skills
• Willingness to work in a 24x7 rotational shift environment with no fixed weekly offs
• Flexibility to work across both voice and non-voice processes
• Capability to analyze data and trends from effectiveness surveys

Qualification: Graduation

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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