Senior Quality Evaluator & Calibration Lead

Concentrix; Makati; On-site; PHP 260,000 - 420,000; Full time

Job summary

Concentrix in Metro Manila is seeking a Quality Assurance specialist to monitor, evaluate, and audit a sample of inbound and outbound calls, chat and email, ensuring service quality and client adherence.

You will join calibration sessions with Quality Leadership, Operations and clients, help maintain guidelines, drive process improvements, and support metrics that feed Balanced Scorecards and profitability goals.

Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates 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
• Maintains 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)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• 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

Job description

Concentrix in Metro Manila is seeking a Quality Assurance specialist to monitor, evaluate, and audit a sample of inbound and outbound calls, chat and email, ensuring service quality and client adherence.

You will join calibration sessions with Quality Leadership, Operations and clients, help maintain guidelines, drive process improvements, and support metrics that feed Balanced Scorecards and profitability goals.