Sr Quality Evaluator

Convergys; Hyderabad; On-site; INR 300,000 - 460,000; Full time

Job summary

Concentrix is hiring a Sr. Quality Evaluator in Hyderabad to audit decisions by humans and ML systems, identify gaps, and generate RCA reports. You will clarify root causes and provide recommendations to improve accuracy and consistency in reviews.

The role requires graduation with 1 year of relevant experience or 2+ years overall. Join a global tech-enabled services leader delivering end-to-end customer engagement solutions.

Qualifications

• Cognitive and analytical reasoning to break problems step by step.
• Knowledge of root cause analysis techniques like 5 Whys and fishbone.
• Ability to interpret policies and apply guidelines consistently.

Responsibilities

• Audit decisions made by human reviewers and ML systems.
• Identify incorrect decisions and explain root causes clearly.
• Distinguish between policy gaps, training gaps, and tool issues.
• Create structured RCA reports with clear reasoning.
• Identify recurring trends and patterns in errors.
• Support calibrations and align with ground truth.
• Provide actionable recommendations to improve quality.
• Ensure high accuracy and consistency across reviews.

Skills

Cognitive & analytical

RCA understanding

Policy interpretation

Communication

Education

Graduation

Job description

Job Title: Sr Quality Evaluator

Job Description ROLE:- Sr. Quality Evaluator DESIGNATION:- Sr. Quality Analyst LOCATION:- Hyderabad YEARS OF EXPERIENCE:- 1 year of relevant experience/ 2+ yrs of overall experience 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.

Skills required

• Cognitive & analytical – Strong logical reasoning, ability to break problems step by step, pattern recognition
• RCA understanding – exposure to “5 why” technique, fishbone, six sigma concepts etc.
• Policy interpretation - ability to understand guidelines & handle edge cases, consistency in judgement
• Communication – Clear, structured explanation of decisions, ability to simplify the explanation of all the reasoning, attention to detail

Key responsibilities

• Audit decisions made by both human reviewers and ML systems
• Identify incorrect decisions and explain the root cause clearly
• Distinguish between: Policy gaps
• Training gaps
• Tool/system issues
• Create structured RCA reports with clear reasoning
• Identify recurring trends and patterns in errors
• Support calibrations and align with Google-defined ground truth
• Provide simple, actionable recommendations to improve quality
• Ensure high accuracy and consistency across reviews

Education

Graduation

Location

IND Hyderabad - Unit No. 201, 2nd Flr, Building 4 at Mindspace

Language Requirements

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.

EEO Statement

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