2026 Training and Quality GVPKP

Concentrix Philippines; Quezon City; On-site; PHP 312,000 - 513,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Evaluator to monitor and assess the quality of inbound and outbound calls and other customer contact methods, ensuring adherence to established standards. You will provide insights to drive program performance improvements.

Responsibilities include conducting evaluations, participating in calibration sessions, and supporting quality audits to enhance processes and metrics.

Qualifications

• Bachelor's Degree in a related field; 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.

Responsibilities

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

Skills

Effective communication

Multi-tasking

Detail-oriented

Timelines

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

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

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.

Location:

PHL Quezon City - Tera Tower 1st Floor

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