Senior Quality Assurance Specialist – Multichannel

Concentrix; Metro Manila; On-site; PHP 469,000 - 692,000; Full time

Job summary

Concentrix is seeking a Sr Quality Evaluator in Metro Manila to monitor and evaluate inbound/outbound calls and other contacts (email, chat) for accuracy against quality standards. The role supports program performance improvements by reporting results and participating in calibration and quality initiatives.

The position requires maintaining program knowledge, participating in task forces, and contributing to forms/legends documents to drive scorecards and profitability goals.

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 (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (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 (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Job description

Concentrix is seeking a Sr Quality Evaluator in Metro Manila to monitor and evaluate inbound/outbound calls and other contacts (email, chat) for accuracy against quality standards. The role supports program performance improvements by reporting results and participating in calibration and quality initiatives.

The position requires maintaining program knowledge, participating in task forces, and contributing to forms/legends documents to drive scorecards and profitability goals.