Sr. Quality Evaluator

Concentrix Daksh Services India Private Limited; Gurugram District; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Concentrix Daksh Services India Private Limited is seeking a Sr. Quality Evaluator responsible for monitoring and evaluating customer interactions across voice and chat channels to ensure quality standards and compliance.

The role emphasizes coaching, data interpretation, and driving continuous improvement. The incumbent will prepare quality reports, participate in calibration sessions, and collaborate with various teams to enhance overall customer experience while adhering to internal policies

Formación

• Graduation in any discipline is required.
• Experience in Quality Assurance within customer service, banking, fintech, or BPO is needed.
• Experience auditing voice and chat interactions and strong quality frameworks knowledge.

Responsabilidades

• 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.
• Collaborate with Operations, Training, and Business teams to improve customer experience.

Conocimientos

Quality Assurance

Auditing

Communication

MS Excel

MS PowerPoint

Night Shifts

Educación

Graduation in any discipline

Herramientas

MS Excel

PowerPoint

Descripción del empleo

Job Title:

Sr. Quality Evaluator Job Description 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.

About the Process

We are hiring for one of the fastest-growing FinTech platforms in the United States. The organization offers a wide range of digital financial services through a mobile-first platform, enabling customers to send and receive money, make payments, invest, and access lending solutions. The role requires a strong focus on quality assurance, customer experience enhancement, process compliance, and performance improvement.

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 escape 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

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.

EEO Statement

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