Sr. Quality Evaluator

Concentrix; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Concentrix is hiring a Sr. Quality Evaluator in Gurgaon to monitor contacts, provide feedback to agents, and produce data-driven reports that improve customer experiences.

You will analyze performance, participate in calibrations, and help identify training needs while ensuring compliance with internal policies. A 2-3 year background in scheduling & planning is preferred, with strong communication and analytical skills.

Qualifications

• 2–3 years of experience in scheduling & planning
• Strong analytical and root-cause analysis skills
• Ability to conduct transactional monitoring
• Effective feedback and coaching skills
• Excellent written and verbal communication
• Awareness of compliance and controls audits

Responsibilities

• Monitor contacts and ensure quality across interactions
• Prepare and provide feedback to agents
• Perform data analysis and generate reports/presentations
• Participate in internal & external calibrations
• Recommend process improvements and ensure policy compliance
• Identify training needs and help fix gaps
• Support client-related analyses and drive performance metrics

Skills

Analytical thinking

Quality improvement

Transactional monitoring

Feedback & coaching

Compliance awareness

Clear communication

Education

Bachelor’s degree in any stream

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.

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

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.