Quality Assurance Specialist - Training & Call Evaluation

Concentrix Philippines; Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Evaluator to monitor and assess the quality of inbound and outbound calls, emails and chats. The role includes reporting results to stakeholders, participating in calibration and internal audits, and maintaining knowledge of client products and program strategies.

Ideal candidates hold a Bachelor's degree and demonstrate strong written and verbal communication, proficiency with Microsoft Office, and the ability to multi-task while meeting deadlines.

Qualifications

• Bachelor's Degree in related field from a four-year college or university.
• Effective written and verbal communication.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented.

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 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 that drive Balanced Scorecards and count profitability goals.

Skills

Effective communication

Multitasking

Detail-oriented

Meet timelines

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix Philippines is seeking a Quality Evaluator to monitor and assess the quality of inbound and outbound calls, emails and chats. The role includes reporting results to stakeholders, participating in calibration and internal audits, and maintaining knowledge of client products and program strategies.

Ideal candidates hold a Bachelor's degree and demonstrate strong written and verbal communication, proficiency with Microsoft Office, and the ability to multi-task while meeting deadlines.