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.

Job Description

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

Key Skills and Knowledge:

Proven experience in Quality methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)            

Strong communication skills, both written and verbal           

Proficient in Microsoft Office            

Demonstrated ability to multi-task, prioritize, and meet timelines of deliverable.

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

Strong attention to detail                       

Sense of professionalism and ability to develop good relationships.

2 yrs total exp +  1 yr  exp in BFSi domain  

 Educational qualification:

Bachelor's Degree in related field with two to four years of relevant experience preferred.

 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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