Sr. Quality Evaluator

Concentrix Corporation; Dubai; On-site; AED 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working hours

Job summary

Concentrix Corporation in Dubai seeks a Sr Quality Evaluator to monitor and evaluate customer interactions across calls, chat, and email, ensuring accuracy, compliance, and quality standards. You will contribute to program performance improvement by providing insights and maintaining a knowledge base aligned with COPC and continuous improvement initiatives.

The role requires strong attention to detail, proficiency with Microsoft Office and quality tools, and the ability to collaborate with

Qualifications

• Associate’s Degree in a related field with 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Proficient in Microsoft Office and quality evaluation tools.
• Familiarity with COPC standards is an advantage.

Responsibilities

• Monitors inbound/outbound calls, chat, and email for accuracy and compliance.
• Meets departmental productivity requirements and reports results to stakeholders.
• Participates in calibration sessions to ensure scoring consistency.
• Supports internal quality audits and recommends process improvements.
• Maintains program knowledge including client products and priorities.
• Delivers targeted refresher quality sessions and promotes scorecard awareness.

Skills

Attention to detail

Multi-tasking

MS Office

Quality tools

COPC standards

Communication skills

Education

Associate’s Degree in a related field

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.

Job Description

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 amp 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

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.