Quality & Training Evaluator - Call & Email Monitoring

Concentrix; Manila; On-site; PHP 201,000 - 268,000; Full time

Job summary

Concentrix is seeking an entry-level Quality Evaluator in Manila to monitor and evaluate call quality across inbound/outbound channels, including chat and email. You will contribute to program performance improvements by providing insights based on evaluations and maintaining knowledge of client products and services.

The role involves monitoring a sample of interactions, participating in calibration sessions, and supporting quality audits.

Qualifications

• Bachelor's Degree in a related field (preferred)
• Effective written and verbal communication
• Proficient in Microsoft Office applications
• Ability to multitask and meet timelines
• Detail-oriented approach to work

Responsibilities

• Monitor, evaluate and audit a sampling of inbound/outbound calls and other contact methods (chat, email)
• Report evaluation results to Quality Leadership, Operations, and clients
• Participate in calibration sessions to ensure scoring consistency
• Support internal quality audits to improve processes and drive improvements

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Concentrix is seeking an entry-level Quality Evaluator in Manila to monitor and evaluate call quality across inbound/outbound channels, including chat and email. You will contribute to program performance improvements by providing insights based on evaluations and maintaining knowledge of client products and services.

The role involves monitoring a sample of interactions, participating in calibration sessions, and supporting quality audits.