Quality Evaluator for Calls, Email & Chat

Concentrix Philippines; Quezon City; On-site; PHP 312,000 - 513,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Evaluator to monitor and assess the quality of inbound and outbound calls and other customer contact methods, ensuring adherence to established standards. You will provide insights to drive program performance improvements.

Responsibilities include conducting evaluations, participating in calibration sessions, and supporting quality audits to enhance processes and metrics.

Qualifications

• Bachelor's Degree in a related field; less than one year of relevant experience 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 sample of inbound/outbound calls and other contact methods including chat and email.
• Reports evaluation results to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions and listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve processes and efficiency.
• Maintains strong program knowledge of client products, services and strategies.
• Participates in quality task forces with Business stakeholders.
• Meets departmental productivity requirements (e.g., calls monitored per month, emails evaluated).
• Keeps phone time current on programs as applicable.
• Contributes to maintaining forms and legends documents.
• Supports management focus on reviewing key drivers, metrics, and processes that drive Balanced Scorecards and profitability.

Skills

Effective communication

Multi-tasking

Detail-oriented

Timelines

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Concentrix Philippines is seeking a Quality Evaluator to monitor and assess the quality of inbound and outbound calls and other customer contact methods, ensuring adherence to established standards. You will provide insights to drive program performance improvements.

Responsibilities include conducting evaluations, participating in calibration sessions, and supporting quality audits to enhance processes and metrics.