Senior Quality Evaluator: Call & Channel Insights

Concentrix Corporation; Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

Concentrix Corporation in Manila (PH) seeks a Senior Quality Evaluator responsible for monitoring and evaluating calls and other customer contacts for accuracy and adherence to quality standards. The role supports program performance improvements and participates in calibration sessions with Quality staff and clients.

The position involves maintaining knowledge of client products and processes, contributing to metrics and Balanced Scorecards, and collaborating with stakeholders to drive quality

Qualifications

• Experience in call center quality evaluation.
• Familiarity with client programs and services.
• Ability to work with quality leadership and stakeholders.

Responsibilities

• Monitor and evaluate inbound/outbound calls and emails for accuracy.
• Meet productivity requirements and report results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge base and support quality improvements.

Skills

Call monitoring

Quality audits

Calibration

Metrics tracking

Tools

CRM software

Quality dashboards

Job description

Concentrix Corporation in Manila (PH) seeks a Senior Quality Evaluator responsible for monitoring and evaluating calls and other customer contacts for accuracy and adherence to quality standards. The role supports program performance improvements and participates in calibration sessions with Quality staff and clients.

The position involves maintaining knowledge of client products and processes, contributing to metrics and Balanced Scorecards, and collaborating with stakeholders to drive quality