Quality Evaluator: Training & Call Quality Analyst

cnx; Makati; On-site; PHP 260,000 - 380,000; Full time

Job summary

Concentrix Makati is seeking a Quality Evaluator to monitor and evaluate inbound and outbound calls as well as emails and chat for accuracy against established quality standards. This role contributes insights to improve program performance and customer experience.

You will report results to Quality Leadership and Operations, participate in calibration sessions, support internal audits, and help maintain the knowledge base and forms that drive balanced scorecards and profitability goals.

Qualifications

• Bachelor's Degree in related field required or preferred.
• Effective written and verbal communication.
• Ability to multitask and meet deadlines.
• Detail-oriented and organized.

Responsibilities

• Monitors, evaluates and audits inbound/outbound calls and other contact methods (chat, email).
• Reports evaluation results to Quality Leadership, Operations, Client, Account Management and Resource Unit partners.
• Participates in calibration sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes.
• Maintains program knowledge base and understanding of client products/services.
• Support management focus on review of key drivers, metrics, and operational processes.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix Makati is seeking a Quality Evaluator to monitor and evaluate inbound and outbound calls as well as emails and chat for accuracy against established quality standards. This role contributes insights to improve program performance and customer experience.

You will report results to Quality Leadership and Operations, participate in calibration sessions, support internal audits, and help maintain the knowledge base and forms that drive balanced scorecards and profitability goals.