Sr. Quality Evaluator

Concentrix Experts Colombia S.A.S.; Gurugram District; On-site; INR 360,000 - 540,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. is seeking a Sr. Quality Evaluator in Gurgaon to monitor and improve contact quality. The role involves data-driven feedback, conducting calibrations, and driving improvements in customer experience and compliance across multiple channels.

Candidates should have a graduate degree and 2–3 years of scheduling and planning experience, with strong analytical and communication skills to support the QA function and training efforts.

Qualifications

• Graduate degree (Bachelor’s) in any stream.
• 2–3 years of scheduling and planning experience.
• Experience in data analysis and reporting.

Responsibilities

• Monitor contacts and ensure quality.
• Provide feedback to agents and guide performance.
• Analyze data and prepare reports/presentations.
• Lead calibrations with internal and external stakeholders.
• Communicate to improve customer experience and outcomes.
• Suggest process improvements and value-add initiatives.
• Ensure adherence to internal policies and compliance regulations.
• Identify operational/training gaps and assist the team.

Skills

Analytical skills

Quality improvement

Coaching skills

Communication skills

Education

Bachelor’s degree

Job description

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

Time Type:

Full time