Quality Evaluator: Call & Email QA & Calibration

Concentrix; Quezon City; On-site; PHP 201,000 - 290,000; Full time

Job summary

Concentrix in Quezon City is seeking an entry-level Training and Quality GVPCW to monitor and evaluate inbound/outbound calls, emails and chats, ensuring accuracy and adherence to established standards. You will provide insights to improve program performance and contribute to quality initiatives.

This role supports calibration sessions, internal quality audits, and ongoing knowledge maintenance of client products and services to drive balanced scorecards and productivity goals.

Qualifications

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

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.

Skills

Effective communication

Multi-tasking

Detail-oriented

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Concentrix in Quezon City is seeking an entry-level Training and Quality GVPCW to monitor and evaluate inbound/outbound calls, emails and chats, ensuring accuracy and adherence to established standards. You will provide insights to improve program performance and contribute to quality initiatives.

This role supports calibration sessions, internal quality audits, and ongoing knowledge maintenance of client products and services to drive balanced scorecards and productivity goals.