2025 Training And Quality GVPTP

Concentrix; Philippines; On-site; PHP 167,000 - 279,000; Full time

Job summary

Concentrix is seeking an entry level Quality Evaluator to monitor and evaluate the quality of calls and other contact methods, ensuring accuracy and adherence to established standards. You will provide insights to improve program performance for clients and stakeholders.

The role requires a Bachelor's degree and strong communication skills, with proficiency in Microsoft Office. Candidates should be detail-oriented and capable of multi-tasking to meet timelines.

Qualifications

• Bachelor's Degree in related field or similar is preferred.
• Effective communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented.

Responsibilities

• Monitors, evaluates and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve processes and recommend changes.
• Maintains strong program knowledge base and understanding of client products/services/program strategies.
• Participates in quality task forces with Business stakeholders.
• Meets departmental productivity requirements (e.g., number of calls monitored per month, emails evaluated).
• Completes phone time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Supports management focus on reviewing key drivers and metrics that drive Balanced Scorecards and profitability.

Skills

Effective communication

Verbal communication

Written communication

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

2025 Training and Quality GVPTP

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates 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
• Maintains 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)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• 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

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverable
• Detail-oriented

Career Framework Role

Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

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.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Requirements