Sr Quality Evaluator

Other

Training & Quality

Description

Role and key responsibilities:

• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
• Partner with Operations and streamline / enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Client Coordination - Handling Client Escalations, calibration calls, reports etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with the internal & external customers
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generating huddle packs & Conduct Refreshers based on the Themes & Trends Identified
• Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
• Support the Company's pursuit of high-quality service to internal and external customers and enhance overall customer experience
• Ensure that internal policies, procedures and compliance regulations are being followed
• Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:

• Good analytical, logical reasoning & numerical ability
• Strong Process/Product Knowledge
• Training, Coaching & Mentoring skills
• Eye For Detail - Ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent Data Interpretation/Presentation Skills
• Good Written and Verbal Communication Skills
• Customer Orientation & customer first belief
• Good People management skills
• Process orientation & structured thinking
• Basic knowledge of Quality Tools
• Proficient in MS Excel and PowerPoint.

Domain-specific Knowledge and Skills: Fraud

Good understanding of how the following situations are to be audited and nuances to look out for with these situations:

• Customers reporting or querying suspicious transactions
• Confirmation of genuine or fraudulent activity
• Blocking or cancelling cards and account access
• Account takeovers or identity fraud
• Outbound validation of flagged transactions
• Customer education on fraud risks or actions taken

Educational Qualification:

• Graduate / post-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 letterhead with authentic signatures of appropriate Concentrix authorities.