Quality Evaluator

Concentrix; Katowice; On-site; PLN 40,000 - 65,000; Full time

Job summary

Concentrix in Katowice, Poland seeks a Quality Evaluator to monitor and evaluate inbound/outbound calls and other channels for accuracy and adherence to established quality standards. This role helps in assessing quality standards and delivering insights to improve program performance.

The candidate will conduct QA evaluations, analyze CSAT/DSAT trends, coach frontline teams, and maintain regular quality and efficiency reports while ensuring compliance and continuous improvement.

Qualifications

• Experience as a Quality Evaluator at least 1 year.
• Languages: Polish C1/C2 and English B2.
• Strong presentation and storytelling skills, with the ability to prepare and deliver WBRs, MBRs, quality updates and actionable insights to stakeholders.
• Exceptional attention to detail and a commitment to high-quality work.
• Strong ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills for professional stakeholder engagement.
• Highly organized, proactive and adaptable with a solutions-oriented mindset.
• Demonstrated ability to work independently while collaborating across teams.
• Strong analytical and problem-solving skills with a continuous improvement focus.

Responsibilities

• Conduct quality assurance evaluations and audits to ensure adherence to client and operational standards.
• Analyze quality performance, CSAT and DSAT trends through root cause analysis and investigations.
• Monitor quality metrics and identify opportunities for continuous improvement.
• Partner with Operations to review backlogs, identify quality risks and support resolution strategies.
• Deliver coaching sessions and feedback to advisors to improve performance and service quality.
• Provide quality-focused floor support and guidance to frontline teams.
• Conduct process reviews and recommend improvements to enhance customer experience and efficiency.
• Lead daily case reviews, scrubbing activities, and case classifications.
• Perform regular quality checks and compliance reviews.
• Support onboarding and training by facilitating quality sessions for new hires.
• Facilitate regular quality and CSAT improvement meetings with stakeholders.
• Serve as the primary point of contact for quality-related matters with the client.
• Participate in calibration sessions with Operations, PM and client stakeholders.
• Conduct monthly evaluation audits and present findings to stakeholders.
• Support new product launches from a QA perspective.
• Collaborate with Continuous Improvement Managers to drive performance enhancements.

Skills

Quality Evaluator experience

Polish C1/C2

English B2

Job description

The Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

Responsibilities:

Quality & Performance Support

• Conduct quality assurance (QA) evaluations and audits to ensure adherence to client and operational standards.
• Analyze quality performance, customer satisfaction (CSAT), and dissatisfaction (DSAT) trends through root cause analysis (RCA) and deep-dive investigations.
• Monitor quality metrics and identify opportunities for continuous improvement.
• Partner with Operations teams to review backlogs, identify quality risks, and support resolution strategies.
• Deliver coaching sessions and feedback to advisors to improve performance and service quality.
• Provide quality-focused floor support and guidance to frontline teams.
• Conduct process reviews and recommend improvements to enhance customer experience and operational efficiency.
• Lead daily case reviews, scrubbing activities, and case classifications.
• Perform regular quality checks and compliance reviews.
• Support onboarding and training programs by facilitating quality sessions for new hires.
• Facilitate regular quality and CSAT improvement meetings with key stakeholders.

Client & Cross-Functional Engagement

• Serve as the primary point of contact for all quality-related matters with the client.
• Participate in and prepare for calibration sessions with Operations, Program Management, and client stakeholders.
• Conduct monthly evaluation audits and present findings to internal and external stakeholders.
• Support new product launches and business initiatives from a quality assurance perspective.
• Collaborate closely with Continuous Improvement Managers and cross-functional teams to drive performance enhancements.
• Support the implementation of client-requested changes to quality monitoring frameworks, evaluation criteria, and operational standards.

Reporting, Compliance & Continuous Improvement

• Prepare and maintain regular and ad hoc reports on quality, customer satisfaction, compliance, and operational performance.
• Monitor audit completion rates and ensure timely execution of all quality activities.
• Document audit findings, corrective actions, process controls, and improvement plans.
• Track key quality and customer experience indicators, providing actionable insights and recommendations.
• Ensure compliance with internal policies, client requirements, and quality management standards.
• Contribute to the continuous improvement and performance optimization framework by identifying trends, risks, and opportunities for enhancement.

Candidates Profile:

• Experience as a Quality Evaluator at least 1 year.
• Languages: Polish C1/C2 and English B2
• Strong presentation and storytelling skills, with the ability to confidently prepare and deliver Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), quality performance updates, and actionable insights to internal and client stakeholders.
• Exceptional attention to detail and a commitment to delivering high-quality work.
• Strong ability to manage multiple priorities effectively while meeting deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to engage professionally with stakeholders at all levels.
• Highly organized, proactive, and adaptable, with a solutions-oriented mindset.
• Demonstrated ability to work independently while maintaining strong collaboration across teams.
• Strong analytical and problem-solving skills, with a continuous improvement focus.