Sr. Quality Evaluator

Concentrix Malaysia Sdn. Bhd; Kuala Lumpur; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

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

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Quality evaluation

Call monitoring

Calibration sessions

Data analysis

Description du poste

Job Title: Sr. Quality Evaluator Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements. Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) Contribute to maintaining forms and legends documents Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Location: MYS Kuala Lumpur - Menara Exchange 106, Level 6, Lingkaran TRX, Jalan Tun Razak

Language Requirements: English (Required)

Time Type: Full time2025-01-06

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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. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

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.