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

CNX; Lisboa; Presencial; EUR 10 000 - 15 000; Tempo integral

Resumo da oferta

CNX in Lisbon seeks a Quality Evaluator for a temporary training assignment aligned with the agent CL11. You will monitor and evaluate inbound/outbound calls, chats and emails to ensure quality standards and contribute to program performance improvements.

Ideal candidates hold an Associate's Degree with 1–3 years of experience, strong attention to detail, and proficiency in Microsoft Office. Fluency in SP C1 + PT C1 + EN C1 is mandatory for multilingual customer interactions.

Qualificações

• Associate's Degree with 1–3 years of experience.
• Detail-oriented with ability to multi-task and meet deadlines.
• Proficient in Microsoft Office.

Responsabilidades

• Monitor, evaluate, and audit inbound/outbound calls, chat, and email for quality.
• Meet productivity targets and report results to stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Support quality program knowledge base and process improvements.

Conhecimentos

Detail-oriented

Multi-tasking

Communication

Formação académica

Associate's Degree

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 inConcentrix
• 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

Location:

PRT Lisbon - Av. Mediterraneo, N 1

Language Requirements:

English (Required), Portuguese (Required), Spanish (Required)

Time Type:

Full time2026-10-01