Job Title:

Sr. Quality Evaluator

.

Role and Key responsibilities:

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 and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation

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 force 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 goals

Key skills and knowledge:

Strong attention to detail.

Self-starter, sense of urgency and works well under pressure.

Demonstrated ability to multi-task and meet timelines of deliverables.

Proficient in Microsoft Office.

Strong communication skills, both written and verbal.

Qualification : Undergraduate/ Graduation

Disclaimer:-

Location:

IND Bangalore - Manyata Blk D1, Grd, 1st & 2nd FlrLanguage Requirements:

Time Type:

Full time

Role: Quality Specialist

Industry Type: IT Services & Consulting

Department: Quality Assurance

Employment Type: Full Time, Permanent

Role Category: Business Process Quality

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the worlds best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers