Job Description
Overview
Join to apply for the Sr. Quality Evaluator role at Concentrix
This role involves monitoring, evaluating, and auditing inbound/outbound calls and other contact methods to ensure quality and consistency.
Responsibilities
- Monitors, evaluates 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 report results to appropriate Business stakeholders.
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
- Participate in internal quality audits of existing processes to determine process control and efficiencies, designed to improve overall contact quality and recommend changes.
- Maintain strong program knowledge b...