Senior Quality Evaluator

Concentrix Corporation; Philippines; A distancia; PHP 500.000 - 800.000; Jornada completa

Descripción de la vacante

Concentrix is hiring a Senior Quality Evaluator to monitor and evaluate customer interactions across calls, email, and chat. The role emphasizes adherence to quality standards, calibration with teams, and continuous improvement through audits and data insights.

The position requires strong program knowledge and collaboration with Quality Leadership, Delivery, and Client teams to drive performance and profitability gains while maintaining high customer experience standards.

Responsabilidades

• Monitors, evaluates and 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

Descripción del empleo

## Senior Quality EvaluatorApply: PHL NCR QC Work-at-Home: Full time: Posted Today: R1776075Job 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