Senior Quality Assurance Evaluator (Remote)

Concentrix Corporation; Mission, Northern (KS, KY); Hybrid; USD 40,000 - 65,000; Full time

Job summary

Concentrix Corporation is hiring a Senior Quality Evaluator to monitor and evaluate customer interactions across calls, chat, and email, ensuring accuracy and adherence to quality standards. You will contribute to program performance improvements by providing actionable insights and supporting calibration sessions with clients and teams.

The role requires participating in internal audits, maintaining knowledge of client products, and collaborating with stakeholders to drive quality excellence

Qualifications

• Monitors, evaluates and/or audits a sampling of inbound/outbound calls and other contact methods including chat and email.
• Meet departmental productivity requirements and report results to stakeholders.
• Participate in calibration sessions/call listening with Quality staff and clients to ensure scoring consistency.
• Participate in internal quality audits to improve processes and efficiency.
• Maintain strong program knowledge base on client products and services.

Responsibilities

• Monitor and evaluate calls, chat, and emails for quality adherence.
• Assist in providing insights to improve program performance.
• Support calibration and audit activities across teams and clients.
• Contribute to maintaining quality forms and legends documents.
• Highlight drivers and metrics influencing Balanced Scorecards and profitability goals.

Skills

Call monitoring

Quality evaluation

Calibration

Stakeholder reporting

Data analysis

Job description

Concentrix Corporation is hiring a Senior Quality Evaluator to monitor and evaluate customer interactions across calls, chat, and email, ensuring accuracy and adherence to quality standards. You will contribute to program performance improvements by providing actionable insights and supporting calibration sessions with clients and teams.

The role requires participating in internal audits, maintaining knowledge of client products, and collaborating with stakeholders to drive quality excellence