Senior Quality Evaluator

Concentrix; Quezon City; Hybrid; PHP 400,000 - 700,000; Full time

Job summary

Concentrix Philippines invites applications for a Senior Quality Evaluator to monitor and assess customer interactions across calls, emails, and chats for adherence to quality standards. The role supports program performance improvements and collaborates with Quality Leadership and clients.

You will participate in calibration sessions, audits, and knowledge-base maintenance, contributing to data-driven improvements while aligning with client strategies and productivity goals.

Qualifications

• Experience in evaluating contact center interactions for quality standards.
• Ability to provide actionable insights to improve program performance.
• Familiarity with calibration and auditing processes.

Responsibilities

• Monitor and evaluate inbound/outbound calls, emails, and chats for quality.
• Meet productivity requirements and report results to Quality Leadership, Delivery, Client, and Account Management.
• Participate in calibration sessions to ensure scoring consistency.
• Contribute to internal quality audits to improve processes.
• Maintain program knowledge base and understanding of client products/services.
• Support management in reviewing drivers and metrics that drive Balanced Scorecards.

Skills

Quality evaluation

Call monitoring

Calibration sessions

Reporting to stakeholders

Process improvement

Quality monitoring tools

Tools

Quality monitoring software

CRM systems

Job description

Job Title: Senior Quality Evaluator Job Description

The 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 goals.

Location: PHL NCR QC Work-at-Home Language Requirements: Time Type: Full time.

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.