Quality & Training Lead - Elevate Contact Center Excellence

Concentrix Philippines; Pasig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Concentrix Philippines is seeking a Quality Assurance professional to monitor, evaluate, and audit a sample of inbound/outbound calls, chats, and emails. The role requires at least one year of relevant experience in the BPO/CS industry and a bachelor’s degree.

You will report results to quality leadership and stakeholders, participate in calibration sessions, assist in internal audits, maintain the knowledge base, and support initiatives that drive metrics for balanced scorecards and

Qualifications

• Bachelor’s degree in a related field with at least 1 year of relevant experience.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to multitask and meet deadlines.
• Detail oriented.

Responsibilities

• Monitor, evaluate, and audit calls, chat, and email.
• Report evaluation results to business stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Assist in internal quality audits to improve processes.
• Maintain knowledge of client products and program strategies.
• Support quality task forces with stakeholders.
• Meet departmental productivity targets for monitored calls and emails.
• Keep phone time up to date for programs.
• Contribute to maintaining forms and legends documents.
• Support management review of key drivers and metrics that drive balanced scorecards and profitability goals.

Skills

Communication skills

Multitasking

Attention to detail

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix Philippines is seeking a Quality Assurance professional to monitor, evaluate, and audit a sample of inbound/outbound calls, chats, and emails. The role requires at least one year of relevant experience in the BPO/CS industry and a bachelor’s degree.

You will report results to quality leadership and stakeholders, participate in calibration sessions, assist in internal audits, maintain the knowledge base, and support initiatives that drive metrics for balanced scorecards and