Senior Quality Assurance Auditor - Remote

Concentrix; Philippines; Remote; PHP 391,000 - 781,000; Full time

Job summary

Concentrix is seeking a Senior Quality Evaluator to monitor, evaluate and audit a sample of inbound and outbound calls, chat, and email from a work-at-home setup in the Philippines (PHL NCR QC). You will assess interaction quality against defined standards and participate in calibration sessions with Quality, Delivery and client teams.

This full-time remote role emphasizes timely reporting, process adherence, and ongoing improvement of quality metrics to support Balanced Scorecards and client

Responsibilities

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements and report results to Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits designed to improve processes and recommend changes
• Maintain understanding of client products, services and program strategies
• Participate in quality task forces with Business stakeholders to stay current on programs
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and profitability goals

Job description

Concentrix is seeking a Senior Quality Evaluator to monitor, evaluate and audit a sample of inbound and outbound calls, chat, and email from a work-at-home setup in the Philippines (PHL NCR QC). You will assess interaction quality against defined standards and participate in calibration sessions with Quality, Delivery and client teams.

This full-time remote role emphasizes timely reporting, process adherence, and ongoing improvement of quality metrics to support Balanced Scorecards and client