Strategic Quality Evaluator & Audits Specialist

Concentrix; Mandaluyong; On-site; PHP 300,000 - 400,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Call monitoring

Quality evaluation

Calibration sessions

Quality audits

Job description

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.