Senior Quality Strategist: CX Excellence & Improvement

Concentrix; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Concentrix is seeking a Sr. Quality Evaluator to monitor and evaluate inbound and outbound customer interactions across calls, chat, and email, ensuring accuracy, compliance, and adherence to quality standards.

The role supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business, contributing to program performance and customer experience excellence.

Qualifications

• Associate’s Degree in a related field; 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Proficient in Microsoft Office and quality evaluation tools.

Responsibilities

• Monitors, evaluates, and audits a sampling of calls, chat, and emails for accuracy and compliance.
• Reports results to Quality Leadership, Delivery, Client, and Account Management teams.
• Participates in calibration sessions to ensure scoring consistency and best practices.
• Supports internal quality audits to assess process control and efficiency; recommends improvements.
• Maintains program knowledge of client products, services, and priorities.

Skills

Attention to detail

Multi-tasking

Microsoft Office

Quality tools

Education

Associate’s Degree

Tools

Microsoft Office

Job description

Concentrix is seeking a Sr. Quality Evaluator to monitor and evaluate inbound and outbound customer interactions across calls, chat, and email, ensuring accuracy, compliance, and adherence to quality standards.

The role supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business, contributing to program performance and customer experience excellence.