Quality Assurance Lead: Call & Chat Evaluations

Concentrix; Santa Cruz; In loco; PHP 391.000 - 580.000; Tempo pieno

Descrizione del lavoro

Concentrix in the Philippines is seeking a Quality Monitoring Specialist to monitor and audit calls, chats and emails. The role supports adherence to productivity metrics and collaborates with Quality Leadership, Delivery Teams, and clients to drive quality improvements.

You will participate in calibration sessions, conduct internal audits, and help maintain the knowledge base and forms used across programs. A strong focus on metrics and process optimization is essential.

Competenze

• Monitors, evaluates and/or audits a sampling of inbound/outbound calls and other contact methods including chat and email.
• Supports maintenance of program knowledge and reference materials.
• Contributes to Balanced Scorecards and profitability goals via process reviews.

Mansioni

• Monitor, evaluate and audit calls, chats and emails to ensure quality.
• Meet departmental productivity metrics and report results to Quality Leadership, Delivery Team, Client, and Accounts.
• Participate in calibration sessions to ensure scoring consistency.
• Perform internal quality audits to improve processes and efficiency.
• Maintain up-to-date program knowledge on products, services and strategies.
• Join quality task forces with stakeholders to drive improvements.
• Diligently complete time on programs to stay current.
• Assist in maintaining forms and legends documents.
• Support leadership in reviewing drivers, metrics and operational processes including Training.

Conoscenze

Quality monitoring

Call listening

Stakeholder comms

Calibration

Process improvement

Descrizione del lavoro

Concentrix in the Philippines is seeking a Quality Monitoring Specialist to monitor and audit calls, chats and emails. The role supports adherence to productivity metrics and collaborates with Quality Leadership, Delivery Teams, and clients to drive quality improvements.

You will participate in calibration sessions, conduct internal audits, and help maintain the knowledge base and forms used across programs. A strong focus on metrics and process optimization is essential.