Sr. Quality Evaluator

Concentrix; Mandaluyong; In loco; PHP 300.000 - 400.000; Tempo pieno

Descrizione del lavoro

Concentrix in Metro Manila is seeking a Quality Analyst to monitor and evaluate a mix of inbound and outbound calls, chats, and emails to ensure service quality. You will work with Quality Leadership, Operations, clients, and account teams to drive improvements.

The role requires participation in calibration sessions, internal audits, and maintaining up-to-date knowledge of client programs. You will also contribute to form updates and support profitability metrics through process enhancements.

Mansioni

• Monitors, evaluates and audits a sampling of inbound/outbound calls and chats/emails.
• Reports results to Quality Leadership, Operations, Client, Account Management and Resource Unit partners.
• Participates in calibration sessions with stakeholders to ensure scoring consistency.
• Conducts internal quality audits to improve processes and efficiency.
• Maintains program knowledge of client products, services, and strategies.
• Participates in quality task forces with key stakeholders.
• Meets productivity targets for monitored calls and evaluated emails.
• Keeps phone time current on programs as applicable.
• Contributes to updating forms and legends documents.
• Supports management focus on Balanced Scorecards and profitability goals.

Conoscenze

Call monitoring

Quality evaluation

Calibration sessions

Quality audits

Descrizione del lavoro

Essential Functions/Core Responsibilities

• 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 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)
• 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 focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals