Sr Quality Evaluator

Training & Quality

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Key responsibilities:

• Enhance the overall customer experience
• Monitoring Customer Interactions Email, Chat & Voice Transactions
• Identify the opportunity areas & provide feedback & coaching
• Quality assurance monitoring: impart coaching basis feedback analysis and maintain dashboards representing the same
• Ensure compliance to laid down policies, procedures, and guidelines
• Support the teams to bridge the gaps identified in operations/training
• Ensure adherence to quality norms as per client specification
• Participates in calibration sessions with Client, Admins, Support staff and to ensure scoring consistency and best practices
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Support the Business 24/7 & Flexible to operate in the night shift.
• Analyze team data and provide dashboards and formal reporting mechanisms for the same

Desired Skills:

• Excellent oral and written English communication
• Excellent team player
• Analytical skills with high maturity levels
• Excellent knowledge of Google Sheets & Powerpoint presentation
• Exposure to quality tools
• Analytical and Detail-oriented
• Profile Specification : Voice

Education: Graduation

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.

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