Senior Quality Evaluator

Concentrix; Philippines; Remote; PHP 391.000 - 781.000; Vollzeit

Zusammenfassung

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

Aufgaben

• 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

Jobbeschreibung

Senior Quality Evaluator

Job Description

• 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

Location

PHL NCR QC Work-at-Home

Time Type

Full time