Quality Evaluator - Call & Email Monitoring (Entry Level)

cnx; Quezon City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Concentrix is seeking a Training and Quality role focused on monitoring and evaluating the quality of inbound/outbound calls and other customer contacts in order to ensure accuracy and adherence to standards. The role provides insights to drive program performance improvements.

Collaborate with Quality Leadership, Operations, and clients to ensure scoring consistency and effective quality audits, while maintaining up-to-date knowledge of client products and services.

Qualifications

• Bachelor's degree in a related field; less than one year of relevant experience preferred.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.

Responsibilities

• Monitor, evaluate and audit inbound/outbound calls and other contact methods including chat and email.
• Report results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participate in calibration sessions to ensure scoring consistency and best practices.
• Participate in internal quality audits to improve processes and recommend changes.
• Maintain strong program knowledge base and understanding of client products, services and strategies.
• Support management focus on review of key drivers, metrics and operational processes that drive performance.

Skills

Effective communication

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix is seeking a Training and Quality role focused on monitoring and evaluating the quality of inbound/outbound calls and other customer contacts in order to ensure accuracy and adherence to standards. The role provides insights to drive program performance improvements.

Collaborate with Quality Leadership, Operations, and clients to ensure scoring consistency and effective quality audits, while maintaining up-to-date knowledge of client products and services.