Quality & Training Evaluator for Customer Calls

Concentrix; Quezon City; On-site; PHP 335,000 - 670,000; Full time

Job summary

Concentrix invites applications for a Training and Quality Evaluator role in Quezon City, Philippines. The position focuses on monitoring and evaluating calls, emails, and chats to enforce quality standards, with findings used to drive program improvements.

Collaboration with Quality Leadership, Operations, and clients is essential. The role requires a bachelor's degree, strong communication, and proficiency in Microsoft Office.

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 deliverables.
• Detail-oriented.

Responsibilities

• Monitor, evaluate and audit a sample of inbound/outbound calls and other contact methods including chat and email.
• Report results of evaluations to Quality Leadership, Operations, Client, and Account Management teams.
• Participate in calibration sessions to ensure scoring consistency and best practices.
• Assist in internal quality audits to improve processes and drive efficiency.
• Maintain program knowledge base and understand client products, services, and strategies.
• Participate in quality task forces with stakeholders to improve processes and metrics.

Skills

Effective communication

Microsoft Office

Multi-tasking

Time management

Detail-oriented

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Concentrix invites applications for a Training and Quality Evaluator role in Quezon City, Philippines. The position focuses on monitoring and evaluating calls, emails, and chats to enforce quality standards, with findings used to drive program improvements.

Collaboration with Quality Leadership, Operations, and clients is essential. The role requires a bachelor's degree, strong communication, and proficiency in Microsoft Office.