Sr Quality Evaluator

Concentrix; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix in Gurugram, India, seeks a Sr. Quality Evaluator to monitor and improve customer interactions across voice and chat channels. You will audit, coach, and report on quality metrics, driving improvement initiatives and ensuring compliance with standards.

The role requires strong analytical and coaching skills, experience with QA frameworks, and the ability to deliver actionable feedback to boost customer experience and adherence to processes.

Qualifications

• Graduation in any discipline.
• Experience in Quality Assurance within CS/BSO/BPO domain.
• Auditing Voice and Chat interactions.
• Knowledge of quality frameworks, audit methods, and coaching processes.
• Excellent communication and reporting using Excel/PowerPoint.

Responsibilities

• Conduct quality audits for voice and chat interactions.
• Evaluate performance on product knowledge, process adherence, and communication.
• Deliver structured feedback to improve agent performance and scores.
• Analyze quality trends and identify process improvement opportunities.
• Publish quality reports, dashboards, and presentations for stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Collaborate with Operations, Training, and Business teams to improve CX.
• Drive quality initiatives and recommend corrective actions.
• Support onboarding and development of new team members through coaching.
• Ensure adherence to internal policies, regulatory requirements, and compliance standards.
• Handle client-facing discussions on quality performance when required.
• Identify risks and elevate to stakeholders; perform Training Needs Analysis.
• Monitor key quality metrics and contribute to business objectives.

Skills

Quality Auditing

Quality Assurance

Call Monitoring

Chat Auditing

Compliance Monitoring

Quality Calibration

Internal Controls

Feedback Delivery

Coaching & Mentoring

Training Needs Analysis

Performance Improvement Planning

Knowledge Management

Data Analysis

Quality Reporting

MIS Reporting

Trend Analysis

Root Cause Analysis

Excel Reporting

Dashboard Management

Business Communication

Stakeholder Management

Presentation Skills

Client Interaction

Interpersonal Skills

MS Excel

PowerPoint

Data Interpretation

Process Documentation

Education

Graduation

Tools

MS Excel

PowerPoint

Job description

Job Description:

Job Title: Sr. Quality Evaluator

About the Process

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 expectation

Position Summary

The Sr. Quality Evaluator will be responsible for monitoring and evaluating customer interactions across voice and chat channels, ensuring adherence to quality standards, compliance requirements, and customer experience expectations. The role requires strong analytical capabilities, coaching expertise, data interpretation skills, and the ability to drive continuous improvement through actionable feedback and reporting.

Key Responsibilities

• Conduct quality audits for customer interactions across voice and chat channels.
• Evaluate performance on product knowledge, process adherence, communication skills, and customer handling.
• Deliver structured and actionable feedback to improve agent performance and quality scores.
• Analyze quality trends and identify opportunities for process improvement.
• Prepare and publish quality reports, dashboards, and presentations for stakeholders.
• Participate in calibration sessions to maintain scoring consistency and audit accuracy.
• Collaborate with Operations, Training, and Business teams to improve overall customer experience.
• Drive quality improvement initiatives and recommend corrective actions based on audit findings.
• Support onboarding and ongoing development of new team members through coaching and knowledge sharing.
• Ensure adherence to internal policies, procedures, regulatory requirements, and compliance standards.
• Handle client-facing discussions related to quality performance and improvement initiatives when required.
• Proactively identify process gaps, risks, and customer experience concerns and elevate them to relevant stakeholders.
• Conduct Training Needs Analysis (TNA) and ensure timely execution and closure of identified training interventions.
• Monitor key quality metrics and contribute towards achieving business and client objectives.

Required Qualifications

• Graduation in any discipline.
• Minimum relevant experience in Quality Assurance within Customer Service, Banking, Financial Services, FinTech, or BPO operations.
• Experience auditing Voice and Chat interactions.
• Strong understanding of Quality Frameworks, Audit Methodologies, and Coaching Processes.
• Excellent verbal and written communication skills with strong grammar, sentence construction, and business communication abilities.
• Proficiency in Microsoft Excel and PowerPoint for reporting and presentations.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Willingness to work in permanent night shifts.

Preferred Qualifications

• Experience in Banking, Financial Services, FinTech, Payments, or Digital Financial Products.
• Exposure to customer support functions involving compliance and regulatory requirements.
• Experience in client-facing quality discussions and stakeholder management.
• Knowledge of quality improvement methodologies and root cause analysis.

Key Skills

Quality & Compliance

• Quality Auditing
• Quality Assurance
• Call Monitoring
• Chat Auditing
• Compliance Monitoring
• Quality Calibration
• Internal Controls

Coaching & Performance Improvement

• Feedback Delivery
• Coaching & Mentoring
• Training Needs Analysis (TNA)
• Performance Improvement Planning
• Knowledge Management

Analytics & Reporting

• Data Analysis
• Quality Reporting
• MIS Reporting
• Trend Analysis
• Root Cause Analysis
• Excel Reporting
• Dashboard Management

Communication & Stakeholder Management

• Business Communication
• Stakeholder Management
• Presentation Skills
• Client Interaction
• Interpersonal Skills

Technical Skills

• MS Excel
• PowerPoint
• Data Interpretation
• Process Documentation

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: IND Gurugram - RMZ Infinity, Plot No. 15, Phase IV, Udyog Vihar

Time Type:

Full time