Senior Quality Evaluator & Process Auditor

Concentrix Philippines; Manila; On-site; PHP 335,000 - 614,000; Full time

Job summary

Concentrix Philippines in Manila is seeking a Senior Quality Evaluator to monitor and audit a sample of customer interactions across calls, chats, and emails. You will meet productivity targets and report evaluation results to Quality Leadership, Delivery, and Clients.

The role involves calibration sessions, internal quality audits, and maintaining program knowledge to drive overall contact quality and process improvements.

Responsibilities

• 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

Job description

Concentrix Philippines in Manila is seeking a Senior Quality Evaluator to monitor and audit a sample of customer interactions across calls, chats, and emails. You will meet productivity targets and report evaluation results to Quality Leadership, Delivery, and Clients.

The role involves calibration sessions, internal quality audits, and maintaining program knowledge to drive overall contact quality and process improvements.