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

Concentrix Lisboa, Unipessoal Lda.; Lisboa; Hybrid; EUR 18,000 - 30,000; Full time

Job summary

Concentrix Lisboa, Unipessoal Lda. is seeking a Quality Evaluator for a temporary assignment in Lisbon with a hybrid work arrangement.

The role focuses on monitoring and evaluating calls and other customer interactions to ensure adherence to quality standards and drive program performance improvements. You will calibrate scoring with Quality Leadership and clients, maintain knowledge of products and processes, and contribute to performance metrics, while meeting productivity targets and

Qualifications

• Associate's Degree in related field from a four-year college or university.
• Must be detail-oriented and able to multi-task and meet timelines.
• Proficient in Microsoft Office; strong written and verbal communication.

Responsibilities

• Monitor and evaluate inbound and outbound calls and other contact methods for accuracy against quality standards.
• Report evaluation results to Quality Leadership, Operations, Client, Account Management, and stakeholders.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain program knowledge base and contribute to quality improvements.
• Contribute to balancing scorecards and profitability goals.

Skills

Detail-oriented

Multitasking

Communication skills

SP C1

PT C1

EN C1

Education

Associate's Degree

Tools

Microsoft Office

Job description

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 Location: PRT Lisbon - Av. Mediterraneo, N°1 Language Requirements: English (Required), Portuguese (Required), Spanish (Required) Time Type: Full time2026-10-01

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.