2026 Training and Quality GVPJK

cnx; Makati; On-site; PHP 260,000 - 380,000; Full time

Job summary

Concentrix Makati is seeking a Quality Evaluator to monitor and evaluate inbound and outbound calls as well as emails and chat for accuracy against established quality standards. This role contributes insights to improve program performance and customer experience.

You will report results to Quality Leadership and Operations, participate in calibration sessions, support internal audits, and help maintain the knowledge base and forms that drive balanced scorecards and profitability goals.

Qualifications

• Bachelor's Degree in related field required or preferred.
• Effective written and verbal communication.
• Ability to multitask and meet deadlines.
• Detail-oriented and organized.

Responsibilities

• Monitors, evaluates and audits inbound/outbound calls and other contact methods (chat, email).
• Reports evaluation results to Quality Leadership, Operations, Client, Account Management and Resource Unit partners.
• Participates in calibration sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes.
• Maintains program knowledge base and understanding of client products/services.
• Support management focus on review of key drivers, metrics, and operational processes.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

2026 Training and Quality GVPJK

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.

Equal Opportunity Employment

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 Makati City - Makati Rec Hub, GF-BPI Philam Life Building

Time Type

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