2026 Training and Quality GVPKP

Concentrix; Quezon City; Vor Ort; PHP 335.000 - 670.000; Vollzeit

Zusammenfassung

Concentrix invites applications for a Training and Quality Evaluator role in Quezon City, Philippines. The position focuses on monitoring and evaluating calls, emails, and chats to enforce quality standards, with findings used to drive program improvements.

Collaboration with Quality Leadership, Operations, and clients is essential. The role requires a bachelor's degree, strong communication, and proficiency in Microsoft Office.

Qualifikationen

• 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 deliverables.
• Detail-oriented.

Aufgaben

• Monitor, evaluate and audit a sample of inbound/outbound calls and other contact methods including chat and email.
• Report results of evaluations to Quality Leadership, Operations, Client, and Account Management teams.
• Participate in calibration sessions to ensure scoring consistency and best practices.
• Assist in internal quality audits to improve processes and drive efficiency.
• Maintain program knowledge base and understand client products, services, and strategies.
• Participate in quality task forces with stakeholders to improve processes and metrics.

Kenntnisse

Effective communication

Microsoft Office

Multi-tasking

Time management

Detail-oriented

Ausbildung

Bachelor's degree

Tools

Microsoft Office

Jobbeschreibung

Job Title: 2026 Training and Quality GVPKP 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

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 - Tera Tower 1st Floor

Time Type

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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.

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.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.