Quality Evaluator and Coach (Danish - speaking) On-site BN01

CNX; Benalmádena; On-site; EUR 22,000 - 27,000; Full time

Benefits offered by this job

Training opportunities

Employee discounts

Wellbeing programs

Modern office

Job summary

Concentrix is seeking a Quality Evaluator & Coach (Danish-speaking) to join on-site in Benalmádena. You will monitor quality, coach agents, and support daily operations, collaborating with team leaders and client stakeholders.

The role emphasizes data-driven coaching, KPI analysis and strong stakeholder communication. A global, multicultural environment with development opportunities awaits.

Qualifications

• Experience in quality monitoring, coaching or contact center operations.
• Strong communication and stakeholder-management skills.
• Analytical thinker able to interpret KPIs and performance data.
• Proficiency in Excel for data analysis and reporting.
• Familiarity with CRM or ticketing platforms is a plus.

Responsibilities

• Monitor Back Office emails and related activities.
• Create and maintain Back Office schedules.
• Present monthly performance data to clients and stakeholders.
• Conduct monthly coaching sessions with agents based on evaluations.
• Set and track individual performance goals.
• Support daily operations across calls, emails and Back Office tasks.

Skills

Quality monitoring

Coaching

Stakeholder management

Data interpretation

KPI analysis

Communication

Time management

Analytical skills

Tools

Excel

CRM systems

Ticketing systems

Job description

Quality Evaluator and Coach (Danish - speaking) On-site BN01

Experience the power of a game-changing career

Are you passionate about quality, coaching and customer experience? Do you enjoy working with data, supporting teams and finding opportunities to improve performance?

At Concentrix, we are looking for a Quality Evaluator & Coach to join our team and play a key role in monitoring quality, coaching agents and supporting daily operations.

In this role, you will combine quality evaluation, performance coaching, reporting and operational support, working closely with agents, team leaders and client stakeholders.

What you will do in this role

• Monitor and manage Back Office emails, Moreshop and Trustpilot activities.
• Create and maintain Back Office schedules.
• Participate in weekly, bi-weekly and monthly operational and sales meetings.
• Prepare and present monthly performance data to clients and stakeholders.
• Conduct call calibration sessions every 8 weeks, reviewing four calls per agent.
• Perform monthly quality controls for Back Office and Moreshop emails.
• Conduct monthly coaching sessions with agents based on quality evaluations.
• Set and follow up on individual performance goals, identifying areas for improvement.
• Review daily unpaid digital sales reports and update the Callback List.
• Provide training and ongoing support to new agents.
• Keep Humany updated based on the client's weekly magazine stock report.
• Support daily operations by handling calls, emails and Back Office activities, including Moreshop, Intrum and social media.

Around 65% of the role will involve hands‑on operational support , keeping you closely connected to the customer experience and day‑to‑day needs of the team.

Your qualifications

• Are proficient or bilingual in Danish and English
• Experience in quality monitoring, coaching, customer service or contact center operations .
• Strong communication, coaching and stakeholder-management skills.
• Excellent organisational, planning and time-management skills.
• Strong analytical skills with the ability to interpret KPIs, sales results, quality scores and operational data .
• Proficiency in Microsoft Excel , including formulas, filters, pivot tables and basic data analysis/reporting.
• Experience working with CRM, ticketing or customer service management systems.
• Ability to create, maintain and analyse operational reports and performance trackers.
• Familiarity with quality monitoring and call calibration processes .
• Ability to work confidently across multiple platforms and systems.
• Good understanding of data accuracy, documentation and reporting procedures.
• Ability to troubleshoot basic system or access issues and elevate technical problems when necessary.
• Experience with workforce scheduling and resource planning is an advantage.
• Ability to quickly learn and adapt to new systems, digital tools and operational processes.

What's in it for you?

• Full-time position: 39 hours per week, Monday to Friday from 9:00 to 17:00
• Base salary of 24.600 euros gross/year plus up to 3.600 euros gross/year in bo nus
• Training and development opportunities to help you grow your career.
• Multicultural and dynamic work environment with colleagues from around the world.
• Career growth opportunities within Concentrix.
• Employee discounts on a wide range of products and services.
• Wellbeing initiatives and access to resources to support your physical and mental health.
• Modern office environment in Benalmadena with a collaborative and supportive culture.

Experience the best version of you

At Concentrix, we believe that our people are at the heart of everything we do. We create an environment where you can develop your skills, take on new challenges and grow your career.

Location:

ESP Benalmádena Costa - Plaza Solymar, C.C. Benalmar Local 12

Language Requirements:

Danish (Required), English

Time Type:

Full time

R1764725