Sr. Quality Evaluator

Concentrix Trust & Safety; Durban; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in IT Services is seeking a Sr. Quality Evaluator in Durban. The role involves monitoring and evaluating customer interactions, providing insights for quality improvements, and supporting calibration initiatives. Ideal candidates will have a Matric qualification and experience in technical troubleshooting and quality assurance. Join a dynamic team to enhance program performance and ensure adherence to quality standards.

Qualifications

• Minimum 2 years of professional technical troubleshooting experience.
• Experience with quality frameworks or working in a quality assured environment.

Responsibilities

• Monitor and evaluate calls and other customer contact methods.
• Provide feedback to evaluators and drive quality calibration plans.
• Identify continuous improvement opportunities.

Skills

Technical Troubleshooting

Coaching

Attention to Detail

Education

Matric qualification

Job description

Job Title: Sr. Quality Evaluator

Job Description

The 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 involves assessing quality standards and providing insights to contribute to program performance improvements.

What you will do in this role

1. Calibrate evaluations, produce alignment measures, and provide insights.
2. Provide direct feedback to evaluators to support improvement, agree on SMART action plans, and monitor progress.
3. Drive local quality calibration plans and conduct site calibration to ensure consistency.
4. Support calibration accreditation initiatives and academy accreditation.
5. Complete complaint investigations and transcript requests.
6. Identify continuous improvement opportunities and facilitate effective coaching.
7. Produce actionable insights and recommendations.

Qualifications

• Matric qualification.
• Ability to deliver effective feedback and coaching at Team Manager and Operations Manager levels.
• High attention to detail when calibrating evaluations.
• Experience with quality frameworks or working in a quality assured environment.
• Minimum 2 years of professional technical troubleshooting experience or proven technical ability.
• Experience supporting agents in researching and understanding technical information across multiple tools while engaging with customers (iOS, Android, Smartphone, Tablet, PC, or Mac).
• Aptitude for technical troubleshooting and eagerness to learn.
• Strong facilitation and coaching skills.
• Proven track record of achieving targets.
• Previous or current quality experience (advantageous).
• Clear credit, disciplinary, and criminal records.

Additional Details

Location: ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements: [Specify if applicable]

Time Type: Full time

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at Concentrix Trust & Safety by 2x.

Get notified about new Senior Quality Auditor jobs in Durban, KwaZulu-Natal, South Africa.