Quality Assurance & Training Specialist

Concentrix; Philippines; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Bereavement Leave

Life Insurance

Employee Assistance Program

Recognition Programs

Wellness Incentives

Learning & Development

Job summary

Concentrix in Makati City is seeking a detail-oriented quality evaluator with a related Bachelor's degree to monitor and audit inbound/outbound calls, chats, and emails, reporting results to stakeholders.

You will participate in calibration sessions, maintain knowledge of client programs, and support metrics analysis to drive process improvements. Strong communication and MS Office skills are essential. Onsite work in Ayala area.

Qualifications

• Bachelor's degree in a related field; less than one year of relevant experience preferred.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office applications.
• Ability to multi-task and meet deliverable timelines.
• Detail-oriented and thorough in work quality.

Responsibilities

• Monitor, evaluate, and audit a sampling of inbound/outbound calls and other contact channels (chat and email).
• Report evaluation results to Quality Leadership, Operations, Client, and Account Management stakeholders.
• Participate in calibration sessions and call listening with stakeholders to ensure scoring consistency.
• Contribute to internal quality audits to improve processes and efficiency.
• Maintain a strong program knowledge base and understand client products and services.
• Engage in quality task forces with business partners to drive improvements.
• Meet departmental productivity requirements (e.g., calls monitored, emails evaluated).
• Complete phone time to stay current on programs as applicable.
• Support maintenance of forms and legends documentation.
• Assist leadership in reviewing key drivers, metrics, and processes affecting performance.

Skills

Effective communication

Multitasking

Detail-oriented

Deadline-driven

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix in Makati City is seeking a detail-oriented quality evaluator with a related Bachelor's degree to monitor and audit inbound/outbound calls, chats, and emails, reporting results to stakeholders.

You will participate in calibration sessions, maintain knowledge of client programs, and support metrics analysis to drive process improvements. Strong communication and MS Office skills are essential. Onsite work in Ayala area.