Senior Quality Evaluator: Elevate Customer Interactions

Concentrix; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Concentrix Philippines seeks a Senior Quality Evaluator to monitor and assess inbound and outbound calls, emails, and chats for adherence to quality standards. You will contribute to program performance improvements by providing insights and maintaining knowledge bases.

Responsibilities include auditing samples, calibrating scoring with stakeholders, reporting results to Quality Leadership and clients, and supporting process enhancements through data-driven feedback.

Qualifications

• Monitors, evaluates, and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Participates in calibration sessions to ensure scoring consistency and best practices.
• Supports internal quality audits to improve processes and effectiveness.

Responsibilities

• Monitor and evaluate a sample of calls and other contacts for accuracy against quality standards.
• Meet departmental productivity targets for monitored calls and evaluated emails, reporting results to stakeholders.
• Participate in calibration sessions with Quality staff, Delivery, and clients to ensure scoring consistency.
• Contribute to maintaining forms and legends documents and knowledge base.
• Support management focus on key drivers and metrics that impact program performance.

Skills

Quality monitoring

Call evaluation

Calibration participation

Quality audits

Stakeholder reporting

Process improvement

Job description

Concentrix Philippines seeks a Senior Quality Evaluator to monitor and assess inbound and outbound calls, emails, and chats for adherence to quality standards. You will contribute to program performance improvements by providing insights and maintaining knowledge bases.

Responsibilities include auditing samples, calibrating scoring with stakeholders, reporting results to Quality Leadership and clients, and supporting process enhancements through data-driven feedback.