Sr. Quality Evaluator_ Gurgaon

Concentrix; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

Concentrix is seeking a Sr. Quality Evaluator at Gurgaon to drive high- quality interactions and audits across product/process, focusing on coaching and feedback to improve customer experience.

The role requires auditing chats and calls, analyzing data, and creating reports while participating in calibration sessions to ensure consistent scoring. Immediate joiners are preferred and night shifts are required where needed.

Qualifications

• Banking experience preferred.
• Strong English communication (grammar, punctuation).
• Ability to work under pressure.
• Understanding of the audit & coaching process.
• Ability to observe, analyze and provide constructive feedback.
• Proficient in MS-Office, especially Excel and PowerPoint.
• Interpersonal skills and teamwork.
• Analytical and quantitative thinking.
• Data handling and interpretation.
• Process orientation and structured thinking.
• Willingness to work night shifts.
• Immediate joiners preferred.

Responsibilities

• High-performance delivery on all quality parameters.
• Audit chats & calls on product/process, communication, and soft skills parameters.
• Conduct audits and feedback to improve scores, integrity and proficiency.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring and feedback delivery.
• Communicate to heighten awareness of positive customer experience.
• Make recommendations and drive improvement.
• Reduce learning curve and enhance product/process knowledge of new team members.
• Ensure adherence to internal policies, procedures and compliance regulations.
• Customer/client interactions.
• Leverage process knowledge to identify areas of concern and highlight to the change team.
• Prepare TNA, publish and execute for 100% closure.

Skills

Banking Experience

English Communication

Work Under Pressure

Audit & Coaching

Observation & Feedback

MS Excel

MS PowerPoint

Interpersonal Skills

Analytical Skills

Data Interpretation

Process Orientation

Night Shifts

Immediate Joiners

Tools

MS Excel

PowerPoint

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 expectations.

Position: Sr. Quality Evaluator

Location: Gurgaon

Grade: 10

About the process: One the most popular and fast-growing brands in US FinTech space providing easy to adapt services to the US customers. Its a financial services platform, not a bank. Its a mobile payment app that lets users send and receive money, invest, and apply for loans. It was formerly known as Square Cash.

Key Responsibilities:

• High-performance delivery on all quality parameters.
• Audit chats & calls on Product/process, Communication, and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity & proficiency.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement.
• Reduce the learning curve and help enhance the product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/client Interactions.
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
• Prepare TNA , publish and execute for 100% closure.

Desired Skills:

• Banking Experience Preferred
• Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.
• Must have the ability to work under pressure.
• Understanding of the Audit & Coaching process.
• Ability to observe, analyze and give constructive feedback.
• Presentation, Feedback & Coaching skills.
• Hands on experience in MS-Office- preferably in MS-Excel and Power Point.
• Interpersonal skills and Teamwork
• Analytical / Quantitative skills
• Data Handling / data interpretation
• Process orientation & structured thinking.
• Willingness to work in Night Shifts.
• Immediate Joiners Preferred
• Candidates with Banking Domain experience will be preferred

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'