Senior Quality Evaluator

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

Senior Quality Evaluator page is loaded## Senior Quality Evaluatorlocations: PHL NCR QC Work-at-Hometime type: Full timeposted on: Posted Yesterdayjob requisition id: R1763212Job Title:Senior Quality EvaluatorJob DescriptionThe Sr 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, provide insight to customers to contribute to program performance improvements.* Monitors, evaluates and / or audits 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, Delivery Team, 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* Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes* 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 goalsLocation:PHL NCR QC Work-at-HomeLanguage Requirements:Time Type:Full time# **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:**### 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 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.