Remote Senior Quality Evaluator - Calls, Chats & Email

Concentrix; Quezon City; Híbrido; PHP 400.000 - 700.000; Jornada completa

Descripción de la vacante

Concentrix Philippines invites applications for a Senior Quality Evaluator to monitor and assess customer interactions across calls, emails, and chats for adherence to quality standards. The role supports program performance improvements and collaborates with Quality Leadership and clients.

You will participate in calibration sessions, audits, and knowledge-base maintenance, contributing to data-driven improvements while aligning with client strategies and productivity goals.

Formación

• Experience in evaluating contact center interactions for quality standards.
• Ability to provide actionable insights to improve program performance.
• Familiarity with calibration and auditing processes.

Responsabilidades

• Monitor and evaluate inbound/outbound calls, emails, and chats for quality.
• Meet productivity requirements and report results to Quality Leadership, Delivery, Client, and Account Management.
• Participate in calibration sessions to ensure scoring consistency.
• Contribute to internal quality audits to improve processes.
• Maintain program knowledge base and understanding of client products/services.
• Support management in reviewing drivers and metrics that drive Balanced Scorecards.

Conocimientos

Quality evaluation

Call monitoring

Calibration sessions

Reporting to stakeholders

Process improvement

Quality monitoring tools

Herramientas

Quality monitoring software

CRM systems

Descripción del empleo

Concentrix Philippines invites applications for a Senior Quality Evaluator to monitor and assess customer interactions across calls, emails, and chats for adherence to quality standards. The role supports program performance improvements and collaborates with Quality Leadership and clients.

You will participate in calibration sessions, audits, and knowledge-base maintenance, contributing to data-driven improvements while aligning with client strategies and productivity goals.