2026 Training and Quality GVPCW

Convergys; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

A global technology and services leader is looking for a Quality Evaluator in Makati City to monitor and evaluate the quality of inbound and outbound calls. This entry-level role requires a Bachelor's degree and effective communication skills. Responsibilities include reporting evaluation results and participating in internal audits to improve performance. The ideal candidate will be detail-oriented and proficient in Microsoft Office.

Qualifications

• Less than one year of relevant experience preferred.
• Ability to meet timelines on deliverables.

Responsibilities

• Monitors and evaluates inbound and outbound calls for quality standards.
• Reports evaluation results to stakeholders.
• Participates in calibration and internal quality audits.
• Maintains strong knowledge of programs and processes.

Skills

Effective communication skills

Proficient in Microsoft Office

Detail-oriented

Ability to multi-task

Education

Bachelor's Degree in related field

Job description

2026 Training and Quality GVPCW page is loaded## 2026 Training and Quality GVPCWlocations: PHL Quezon City - EXXA Tower, 11th Floor: PHL Makati City - SLC: PHL Makati City - Ayala North Exchange: PHL Makati City - Glorietta: PHL Makati - 11th Floor, Ayala North Exchange Tower 2, Ayala Aveposted on: Posted Todayjob requisition id: R1672501Job Title:2026 Training and Quality GVPCWJob DescriptionThe 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 RoleEntry 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.Location:PHL Quezon City - EXXA Tower, 11th FloorLanguage Requirements:Time Type:**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the**# **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 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. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.