Specialist Training And Quality

Concentrix; Philippines; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Bereavement Leave

Life Insurance

Employee Assistance Program

Recognition Programs

Wellness Incentives

Learning & Development

Job summary

Concentrix in Makati City is seeking a detail-oriented quality evaluator with a related Bachelor's degree to monitor and audit inbound/outbound calls, chats, and emails, reporting results to stakeholders.

You will participate in calibration sessions, maintain knowledge of client programs, and support metrics analysis to drive process improvements. Strong communication and MS Office skills are essential. Onsite work in Ayala area.

Qualifications

• Bachelor's degree in a related field; less than one year of relevant experience preferred.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office applications.
• Ability to multi-task and meet deliverable timelines.
• Detail-oriented and thorough in work quality.

Responsibilities

• Monitor, evaluate, and audit a sampling of inbound/outbound calls and other contact channels (chat and email).
• Report evaluation results to Quality Leadership, Operations, Client, and Account Management stakeholders.
• Participate in calibration sessions and call listening with stakeholders to ensure scoring consistency.
• Contribute to internal quality audits to improve processes and efficiency.
• Maintain a strong program knowledge base and understand client products and services.
• Engage in quality task forces with business partners to drive improvements.
• Meet departmental productivity requirements (e.g., calls monitored, emails evaluated).
• Complete phone time to stay current on programs as applicable.
• Support maintenance of forms and legends documentation.
• Assist leadership in reviewing key drivers, metrics, and processes affecting performance.

Skills

Effective communication

Multitasking

Detail-oriented

Deadline-driven

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Job Description

• 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 a strong program knowledge base; and a 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 focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

You Have

• Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferred
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverable
• Detail-oriented

Our Benefits/Perks

• Health Insurance with Dental Coverage for Employees
• Paid Time off
• Bereavement Leave
• Life Insurance Group Personal Accident Program
• Employee Assistance Program
• Recognition programs
• Wellness Incentive Program
• Learning and Development Programs

Work Setup

Onsite, Ayala North Exchange, Makati City