Senior Quality Evaluator

Concentrix Corporation; Quezon City; Remote; PHP 240,000 - 480,000; Full time

Job summary

Concentrix Corporation is seeking a Senior Quality Evaluator to monitor and assess inbound/outbound calls, emails, and chat for accuracy and compliance with established quality standards. You will support program performance improvements by providing insights to stakeholders, calibrating scoring, and participating in internal quality audits.

The role involves maintaining knowledge of client products and collaborating with Quality Leadership, Delivery, and Client teams to ensure consistent

Qualifications

• Proficient in monitoring inbound/outbound calls, emails, and chat for quality.
• Ability to calibrate scoring with stakeholders to maintain scoring consistency.
• Knowledge of client products/services to assess program performance.
• Experience in internal quality audits to improve processes.

Responsibilities

• Monitor sample of calls and communications for adherence to standards.
• Evaluate and report on quality metrics to Quality Leadership and stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Contribute to maintaining forms and legends documents.
• Support program performance improvements through data-driven insights.
• Support management focus on review of key drivers, metrics, and operational processes that drive Balanced Scorecards and profitability.

Skills

Call Monitoring

Quality Assurance

Calibration Sessions

Audit & Reporting

Job description

## Senior Quality EvaluatorApply: PHL NCR QC Work-at-Home: Full time: Posted Yesterday: R1763212Job 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