Senior Quality Evaluator

Concentrix Corporation; Metro Manila; Ibrido; PHP 280.000 - 500.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Quality evaluation

Call monitoring

Calibration sessions

Descrizione del lavoro

## Senior Quality EvaluatorApply: PHL NCR QC Work-at-Home: Full time: Posted Today: R1776077Job Title:Senior Quality EvaluatorJob DescriptionThe Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.* 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 goalsLocation:PHL NCR QC Work-at-HomeLanguage Requirements:Time Type:Full time### About Us# **Mission:**### Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.# **Company Overview:**### We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s...... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.