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Sr Quality Evaluator

Concentrix

2 - 5 years

Hyderabad

Posted: 07/06/2025

Job Description

Job Title:

Sr Quality Evaluator

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
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.
Role and Key Responsibilities:
  • Conduct compliance and Quality checks and ensure timely closure as per defined targets
  • Drive continuous improvement - make recommendations and drive improvement
  • Participate/ Conduct internal & external calibrations to ensure consistent scoring & feedback delivery approach
  • Coach the gamechangers as per coaching models
  • Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment
  • Data analysis and creation of designated reports/presentations
  • Provide key insights to stakeholders based on quality evaluations
  • Skilled to create TNI and Share quality audit report with training department
  • Take on additional responsibilities and projects for process improvement
  • Perform Root Cause Analysis on identified defects
  • Provide key insights from case scrubs/RCAs and Analysis
  • Client Escalation Management
  • Strengthen Quality management processes / framework to improve quality delivery
  • Ensure data management for all deliverables and be accessible without any delay
Key skills & knowledge:
  • Good communication (verbal and written) and Analytical skills
  • Good interpersonal skills
  • Good Knowledge of computer basics/ troubleshooting
  • Ability to demonstrate and improve customer service skills
  • Knowledge about the 7 tools of quality will be an added advantage
  • Strong documentation and email etiquette
  • Working knowledge of MS office applications like Excel and Power point
  • Understanding of the Audit/mining & skills of effective Feedback/ Coaching process
  • Flexible to work in Shifts
  • Ability to work under pressure and in strict timelines
Educational 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.'

Location:

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

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About Company

Concentrix is a global business services company specializing in customer experience (CX) solutions and technology. Headquartered in Fremont, California, it provides services like customer support, analytics, automation, and consulting to businesses across various industries, including technology, healthcare, finance, and retail. Known for its innovation and commitment to enhancing customer journeys, Concentrix operates in over 40 countries with a focus on delivering personalized and efficient customer engagement solutions.

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