Quality Evaluator

Concentrix; Dadri, Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Concentrix is seeking a QA Auditor to drive high-quality customer interactions. You will audit chats and calls, provide actionable feedback, and generate reports to improve scores and process proficiency. The role requires strong English, data analysis, and the ability to work in night shifts within a fast-paced environment.

You will collaborate with teams to calibrate scoring, ensure compliance, and help new members quickly learn product and process details.

Qualifications

• Banking experience is preferred.
• Strong English communication: grammar, punctuation and sentence construction.
• Ability to work under pressure.
• Understanding of audit and coaching processes.
• Ability to observe, analyze and give constructive feedback.
• Presentation, feedback and coaching skills.
• Hands-on experience in MS-Office, especially Excel and PowerPoint.
• Strong interpersonal skills and teamwork.
• Analytical and quantitative thinking.
• Data handling and interpretation.
• Process orientation and structured thinking.

Responsibilities

• High performance delivery on all quality parameters.
• Audit chats & calls on product/process, communication and soft skills parameters.
• Conduct audits and feedback for the targeted population to improve scores and proficiency.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring and feedback delivery.
• Communicate to heighten awareness of positive customer experience.
• Make recommendations and drive improvement.
• Reduce learning curve and enhance product/process knowledge of new team members.
• Ensure internal policies, procedures, and compliance regulations are followed.
• Customer/client interactions.
• Leverage process knowledge to identify areas of concern and highlight to the Change Team.
• Prepare TNA, publish and execute for 100% closure.

Skills

Banking experience

English communication

Working under pressure

Audit & coaching process

Observation & feedback

Presentation & coaching

MS-Office (Excel & PowerPoint)

Interpersonal skills

Analytical skills

Data handling & interpretation

Process orientation & structured think

Night shifts willingness

Tools

MS-Office

Job description

Key Responsibilities:

• High performance delivery on all quality parameters.
• Audit chats & calls on Product/process, Communication and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity & proficiency.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement.
• Reduce the learning curve and help enhance the product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/client Interactions.
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
• Prepare TNA , publish and execute for 100% closure.

Desired Skills:

• Banking Experience Preferred
• Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.
• Must have the ability to work under pressure.
• Understanding of the Audit & Coaching process.
• Ability to observe, analyze and give constructive feedback.
• Presentation, Feedback & Coaching skills.
• Hands on experience in MS-Office- preferably in MS-Excel and Power Point.
• Interpersonal skills and Teamwork
• Analytical / Quantitative skills
• Data Handling / data interpretation
• Process orientation & structured thinking.
• Willingness to work in Night Shifts.