Senior Quality Evaluator

Concentrix; Gurugram District; On-site; INR 420,000 - 640,000; Full time

Job summary

Concentrix is hiring a Senior Quality Evaluator for our Gurgaon location. The role focuses on monitoring interactions, providing actionable feedback to agents, and conducting data-driven analyses to improve service quality.

You will participate in calibration sessions and drive process improvements while ensuring policy compliance and training needs are addressed. The ideal candidate has 2–3 years in scheduling and planning, a graduate degree, and strong communication skills to support a

Qualifications

• Graduate degree in any stream.
• 2–3 years of experience in scheduling and planning.
• Experience in QA/contact center is preferred.

Responsibilities

• Monitor contacts and ensure quality of interactions.
• Prepare and provide feedback to agents.
• Analyze data and generate reports/presentations.
• Participate in internal and external calibrations.
• Communicate to heighten awareness of customer experience.
• Recommend and drive process improvements.
• Ensure adherence to internal policies and compliance.
• Identify training gaps and assist team in fixing gaps.
• Handle client-related analyses and related activities.
• Improve team performance on key metrics.

Skills

Root Cause Analysis

Quality Improvement

Transactional Monitoring

Feedback & Coaching

Compliance & Controls

Communication Skills

Education

Bachelor's degree

Job description

Sr. Quality Evaluator Job Title: Sr. Quality Evaluator Job Description ROLE: Sr. Quality Evaluator DESIGNATION: Sr. Quality Evaluator LOCATION: Gurgaon YEARS OF EXPERIENCE: 2-3 Years (Scheduling & Planning)

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key responsibilities:

Key Responsibilities

• Responsible for monitoring contacts
• Responsible for preparing and providing feedback to agents
• Data analysis and making designated reports/ presentations
• Participate in internal & external calibrations
• Communicate to heighten awareness and focus on importance of positive customer experience
• Make recommendations and drive initiatives / value adds for process improvement
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Identify operational / training requirements and help team members in fixing these gaps
• Client related analysis and other activities
• Responsible for improvement of team performance on key metrics

Desired Skills

• Business and root cause analytical skills
• Skilled to improve team quality
• Ability to conduct transactional monitoring
• Effective feedback and coaching skills
• Awareness of compliance and controls audit
• Strong communication skills, both written and verbal

Educational qualification: Graduate degree (Bachelor's) in any stream

Location: IND Gurugram - SP Infocity, Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements: Time Type: Full time Experience Level Senior Level