Quality Evaluator - Call, Chat & Email Quality

cnx; Quezon City; On-site; PHP 201,000 - 279,000; Full time

Job summary

Concentrix in Quezon City is seeking a Quality Evaluator to support monitoring and evaluating the quality of inbound and outbound calls and other customer contact methods (email, chat) for accuracy and adherence to established quality standards. This role contributes to program performance improvements through insightful evaluations.

You will report results to stakeholders, participate in calibration sessions, assist in quality audits, and help maintain the knowledge base while supporting

Qualifications

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

Responsibilities

• Monitor, evaluate, and audit a sample of inbound/outbound calls, chats, and emails.
• Report results to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participate in calibration sessions to ensure scoring consistency.
• Participate in internal quality audits to improve processes.
• Maintain program knowledge base and understand client products or programs.
• Support management focus on reviewing key drivers, metrics and processes that drive performance.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix in Quezon City is seeking a Quality Evaluator to support monitoring and evaluating the quality of inbound and outbound calls and other customer contact methods (email, chat) for accuracy and adherence to established quality standards. This role contributes to program performance improvements through insightful evaluations.

You will report results to stakeholders, participate in calibration sessions, assist in quality audits, and help maintain the knowledge base while supporting