Sr. Quality Evaluator

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

Sr. Quality Evaluator

Job Title: Sr. Quality Evaluator Job Description Job Profile Summary

The Sr. Quality Evaluator is responsible for monitoring and evaluating inbound and outbound customer interactions across all channels (calls, chat, email) to ensure accuracy, compliance, and adherence to established quality standards. The role contributes directly to program performance improvement by providing insights, validating customer sentiment, enhancing processes, and maintaining a strong operational knowledge base. This position also supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business.

Core Quality Evaluation Responsibilities

• Monitors, evaluates, and audits a sampling of inbound/outbound calls, chat, and email interactions for accuracy, compliance, and customer experience alignment.
• Meets departmental productivity requirements (e.g., number of calls monitored, chats reviewed, emails evaluated) and reports results to key stakeholders including Quality Leadership, Delivery, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions with Quality, Delivery, and Client teams to ensure scoring consistency and best practices.
• Supports internal quality audits to assess process control, compliance, and efficiency; recommends improvements based on findings.
• Maintains strong program knowledge, including client products, services, and strategic priorities.
• Participates in quality task forces and completes periodic phone time (as applicable) to stay current on program updates.
• Contributes to maintaining and updating forms, legends, and quality documentation.

Ability to professionally drive the below tasks

• KB Management & Revamp — Acts as KB Author; updates, restructures, and maintains Knowledge Base articles to ensure accuracy, usability, and alignment with evolving processes.
• Quality Target Fulfillment — Ensures monthly/weekly quality targets are achieved across Calls, Chat, and Email channels.
• CSAT Detractor Validation — Validates detractor surveys across all channels to determine accuracy, root cause, and agent impact; ensures data integrity for customer satisfaction reporting.
• Process Enhancement — Identifies process gaps and recommends improvements to enhance customer experience and operational efficiency.
• Root Cause Analysis (RCA) — Conducts structured RCA for recurring issues, detractors, and quality trends; collaborates with cross‑functional teams to implement corrective actions.
• FCR Validation — Validates First Contact Resolution accuracy across interactions to ensure correct reporting and operational alignment.
• COPC Awareness — Applies COPC principles in quality evaluation, documentation, and continuous improvement activities.
• Flexible Working Hours — Supports operational needs through flexible scheduling, including extended hours when required.
• Additional Tasks — Performs any additional responsibilities assigned by the manager to support business priorities and operational excellence.
• Delivering Refreshment Session — Delivers targeted refresher quality sessions and promotes continuous quality scorecard awareness to ensure team members are fully aligned with operational metrics and compliance standards.

Candidate Profile

• Associate’s Degree in a related field with 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Self‑starter with a strong sense of urgency; performs well under pressure.
• Demonstrated ability to multi‑task and meet deadlines for deliverables.
• Proficient in Microsoft Office and quality evaluation tools.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with cross‑functional teams.
• Familiarity with COPC standards is an advantage.
• Flexible with working hours to support business needs.

Location

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Time Type

Full time2026-09-11

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists &engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.