Remote Senior QA Evaluator - Call & Chat Quality

Concentrix; Metro Manila; Híbrido; PHP 280.000 - 500.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Senior Quality Evaluator in the Philippines NCR for a work-at-home role. You will monitor and evaluate inbound and outbound calls, emails, and chats to ensure adherence to quality standards and drive program improvements.

The role involves participating in calibration sessions, reporting results to stakeholders, and maintaining up-to-date knowledge of client products and services. This full-time position supports a data-driven approach to quality and performance within a

Formación

• Monitors inbound and outbound calls for accuracy and adherence to quality standards.
• Evaluates emails and chats as part of quality assessments.
• Participates in calibration sessions to ensure scoring consistency.

Responsabilidades

• Monitor and evaluate inbound/outbound calls and other customer contacts (email, chat).
• Meet productivity requirements for evaluations and report results to stakeholders.
• Participate in calibration sessions with Quality staff and clients to ensure scoring consistency.
• Maintain knowledge of client products, services, and program strategies.

Conocimientos

Quality evaluation

Call monitoring

Calibration sessions

Descripción del empleo

Concentrix is seeking a Senior Quality Evaluator in the Philippines NCR for a work-at-home role. You will monitor and evaluate inbound and outbound calls, emails, and chats to ensure adherence to quality standards and drive program improvements.

The role involves participating in calibration sessions, reporting results to stakeholders, and maintaining up-to-date knowledge of client products and services. This full-time position supports a data-driven approach to quality and performance within a