Senior Quality Evaluator — Remote QA & Insights

Concentrix Corporation

Quezon City

Remote

PHP 240,000 - 480,000

Full time

5 days ago

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Job summary

Concentrix Corporation is seeking a Senior Quality Evaluator to monitor and assess inbound/outbound calls, emails, and chat for accuracy and compliance with established quality standards. You will support program performance improvements by providing insights to stakeholders, calibrating scoring, and participating in internal quality audits.

The role involves maintaining knowledge of client products and collaborating with Quality Leadership, Delivery, and Client teams to ensure consistent

Qualifications

Proficient in monitoring inbound/outbound calls, emails, and chat for quality.
Ability to calibrate scoring with stakeholders to maintain scoring consistency.
Knowledge of client products/services to assess program performance.
Experience in internal quality audits to improve processes.

Responsibilities

Monitor sample of calls and communications for adherence to standards.
Evaluate and report on quality metrics to Quality Leadership and stakeholders.
Participate in calibration sessions to ensure scoring consistency.
Contribute to maintaining forms and legends documents.
Support program performance improvements through data-driven insights.
Support management focus on review of key drivers, metrics, and operational processes that drive Balanced Scorecards and profitability.