Sr Quality Evaluator

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.

Role and Key responsibilities:

• Listen and evaluate agent calls based on the program requirement.

• Document and maintain accurate records of evaluated interactions and performance feedback.

• Prompt in the submission of all required deliverables including but not limited to reports, relevant documents required for other stakeholders like People Solutions etc.

• Utilize the quality monitoring tools to track performance.

• Provide timely and constructive feedback to agents based on monitored interactions (if required by the program).

• Communicate updates with stakeholders. eg. call flow, performance criteria, changes in the evaluation process.

• Fulfill all required trainings (within the prescribed period) for the Sr. Quality Evaluator position.

• Attends and prepares all needed data for required stakeholders meetings.

• Prepares and facilitates calibration sessions to ensure consistency and accuracy in the evaluation process.

• Identify trends and patterns in customer interactions to share with the appropriate stakeholders.

• Ensures timely adherence to QA upskilling requirements eg. phone time

• Facilitates and prepares (not lead) all needed data for required stakeholders and client meetings. (eg. TQO or business reviews)

• Analyze production agents data and provide recommendations.

• Foster an overall healthy work relationship with peers and managers.

• Key skills and knowledge:

• Excellent written and verbal communication skills.

• Knowledge of Accounting / Financial Services / Taxation shall be an added advantage.

• Evaluate Chats & Transactions processed by game changers.

• Provide proven ideas/methods to advisors for call improvement.

• Participate in internal/external calibrations.

• Perform Root Cause Analysis on identified defects.

• Educational Qualification :Accounts Graduate

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 letter head with authentic signatures of appropriate Concentrix authorities.

Location:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the