Quality Evaluator & Training Specialist

Concentrix; Quezon City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Concentrix in the Philippines is seeking a Quality Evaluator to monitor and evaluate the quality of inbound and outbound calls and other customer contact methods for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

The role includes calibration sessions, internal quality audits, maintaining knowledge bases, and supporting management in reviewing key drivers and

Qualifications

• Bachelor's Degree in related field from a four-year college or university with 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 deliverable.
• Detail-oriented.

Responsibilities

• Monitors, evaluates and audits a sampling of inbound and outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders.
• Participates in calibration sessions/call listening sessions to ensure scoring consistency.
• Participates in internal quality audits designed to improve processes and efficiency.
• Maintains strong program knowledge base and understanding of client products/services.
• Participate in quality task forces with stakeholders.
• Meet departmental productivity requirements (e.g. number of calls monitored, emails evaluated).
• Contribute to maintaining forms and legends documents.
• Support management focus on review of key drivers, metrics and processes that drive scorecards and profitability.

Skills

Effective communication

Proficient in Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Job description

Concentrix in the Philippines is seeking a Quality Evaluator to monitor and evaluate the quality of inbound and outbound calls and other customer contact methods for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

The role includes calibration sessions, internal quality audits, maintaining knowledge bases, and supporting management in reviewing key drivers and