CS Labs - Quality Evaluator_SP C1 + PT C1+ EN C1_ Lisbon_Hybrid

Concentrix; Lisboa; Híbrido; EUR 17 000 - 21 000; Tempo integral

Resumo da oferta

Concentrix is seeking a Quality Evaluator for a temporary or training assignment in Lisbon. The role focuses on monitoring and evaluating calls, emails, and chat to ensure adherence to quality standards and program goals.

The candidate should be proficient in SP C1, PT C1, and EN C1, with 1–3 years of experience and strong attention to detail. The position supports calibration sessions, reporting insights to stakeholders, and continuous improvement of processes.

Qualificações

• Associate's Degree required in a related field.
• Detail-oriented with strong accuracy.
• Ability to multitask and meet timelines.
• Proficient in Microsoft Office.
• Effective written and verbal communication.

Responsabilidades

• Monitor and evaluate inbound/outbound calls and other contacts for accuracy against quality standards.
• Meet productivity targets for monitored calls and evaluated emails; report results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain knowledge of client products, services and program strategies.
• Support quality initiatives and drive performance improvements.

Conhecimentos

Detail-oriented

Multitasking

Communication skills

SP C1

PT C1

EN C1

Formação académica

Associate's Degree in related field

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Job Title

CS Labs - Quality Evaluator_SP C1 + PT C1+ EN C1_ Lisbon_Hybrid

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) 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.

• As a temporary or training assignment, aligned with respective Agent CL11 of respective account, monitor, evaluate and / or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Maintain 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); 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

Candidate Profile

• Associate's Degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred.
• Detail-oriented.
• Ability to multi-task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.
• Language requirements (mandatory): SP C1 + PT C1 + EN C1

Eligibility Criteria For Internal Candidates

• Current job tenure: at least 6 months in Concentrix
• Exemplary record: no sanctions in the last 6 months AND less than 5% unjustified absenteeism in the last 6 months - no sanctions in the last 6 months.
• Achievement of objectives: more than 85% of project performance objectives met during the last 3 months
• Language(s): languages with proficiency levels - SP C1 + PT C1+ EN C1 mandatory
• Work arrangement: Hybrid