Senior Quality Evaluator: Customer Experience Auditor

Concentrix Malaysia Sdn. Bhd; Kuala Lumpur; Vor Ort; MYR 60.000 - 90.000; Vollzeit

Zusammenfassung

Concentrix Malaysia Sdn. Bhd is seeking a Sr. Quality Evaluator to monitor and evaluate inbound/outbound calls, emails, and chat for quality and adherence to standards.

You will contribute to program performance improvements by providing insights, participating in calibration sessions, and supporting data-driven improvements. The role requires comprehension of client products and services, strong attention to detail, and ability to collaborate with Quality Leadership, Delivery Teams, and

Qualifikationen

• Experience in evaluating contact center interactions against quality standards.
• Ability to provide actionable insights to improve program performance.
• Collaborative skills for working with Quality Leadership and Delivery Teams.

Aufgaben

• Monitor inbound/outbound calls and other contact methods for accuracy and adherence to standards.
• Participate in calibration and quality audits to ensure scoring consistency.
• Report evaluation results to stakeholders and drive process improvements.

Kenntnisse

Quality evaluation

Call monitoring

Calibration sessions

Data analysis

Jobbeschreibung

Concentrix Malaysia Sdn. Bhd is seeking a Sr. Quality Evaluator to monitor and evaluate inbound/outbound calls, emails, and chat for quality and adherence to standards.

You will contribute to program performance improvements by providing insights, participating in calibration sessions, and supporting data-driven improvements. The role requires comprehension of client products and services, strong attention to detail, and ability to collaborate with Quality Leadership, Delivery Teams, and