Quality Assurance & Training Associate (Entry Level)

Concentrix; Philippines; On-site; PHP 167,000 - 279,000; Full time

Job summary

Concentrix is seeking an entry level Quality Evaluator to monitor and evaluate the quality of calls and other contact methods, ensuring accuracy and adherence to established standards. You will provide insights to improve program performance for clients and stakeholders.

The role requires a Bachelor's degree and strong communication skills, with proficiency in Microsoft Office. Candidates should be detail-oriented and capable of multi-tasking to meet timelines.

Qualifications

• Bachelor's Degree in related field or similar is 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 sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve processes and recommend changes.
• Maintains strong program knowledge base and understanding of client products/services/program strategies.
• Participates in quality task forces with Business stakeholders.
• Meets departmental productivity requirements (e.g., number of calls monitored per month, emails evaluated).
• Completes phone time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Supports management focus on reviewing key drivers and metrics that drive Balanced Scorecards and profitability.

Skills

Effective communication

Verbal communication

Written communication

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Concentrix is seeking an entry level Quality Evaluator to monitor and evaluate the quality of calls and other contact methods, ensuring accuracy and adherence to established standards. You will provide insights to improve program performance for clients and stakeholders.

The role requires a Bachelor's degree and strong communication skills, with proficiency in Microsoft Office. Candidates should be detail-oriented and capable of multi-tasking to meet timelines.