Quality Evaluator: Training & GVPTP Program (Entry Level)

Concentrix; Makati; In loco; PHP 279.000 - 502.000; Tempo pieno

Descrizione del lavoro

Concentrix is seeking a Training and Quality GVPTP specialist in Makati to monitor and evaluate inbound/outbound calls, email, and chat for quality and accuracy. You will report results to stakeholders and participate in calibration sessions to ensure consistent scoring and best practices.

The role supports continuous improvement initiatives and requires a bachelor’s degree and strong communication, with proficiency in Microsoft Office and the ability to multi-task and meet timelines.

Competenze

• Bachelor's Degree in related field, and less than one year of relevant experience preferred.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with strong accuracy.

Mansioni

• Monitors, evaluates and/or audits a sample of calls and other contact methods including chat and email.
• Reports results to Quality Leadership, Operations, Client, Account Management and Resource Unit partners.
• Participates in calibration sessions and listening sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes and efficiency.
• Maintains program knowledge base and understanding of client products/services.
• Contributes to quality task forces with business stakeholders.
• Meets departmental productivity requirements (e.g., number of calls evaluated).
• Completes training time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Supports management focus on reviewing key drivers, metrics and operational processes.

Conoscenze

Effective communication

Multi-tasking

Detail-oriented

Microsoft Office

Formazione

Bachelor's degree in related field

Strumenti

Microsoft Office

Descrizione del lavoro

Concentrix is seeking a Training and Quality GVPTP specialist in Makati to monitor and evaluate inbound/outbound calls, email, and chat for quality and accuracy. You will report results to stakeholders and participate in calibration sessions to ensure consistent scoring and best practices.

The role supports continuous improvement initiatives and requires a bachelor’s degree and strong communication, with proficiency in Microsoft Office and the ability to multi-task and meet timelines.