Sr. Quality Evaluator

Concentrix Limited Company


Date: 10 hours ago
City: Quezon City
Contract type: Full time
Apply Now

Job Title

Sr. Quality Evaluator

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

  • 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 sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
  • 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 forces 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

Location:

PHL Quezon City - UP Tech 2

Language Requirements

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Apply Now

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Technical Representative, Global Service Desk (TCF)

Concentrix Limited Company, Quezon City
2 days ago
Apply NowJob TitleTechnical Representative, Global Service Desk (TCF)Job DescriptionLocation:PHL Quezon City - Spark Place 5th FlrLanguage RequirementsTime Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsApply Now

Registered Electrical Engineer (Subic)

VenueViewInc., Quezon City
2 days ago
Planate Management Group (PMG) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Alexandria, Virginia, and Orlando, Florida USA with technical support centers in South East Asia and East Africa, that provide program management and facilities engineering services worldwide. Planate is a small business provider of planning, design, infrastructure management, technical consulting, engineering, and construction management services in support of...

Resident Engineer

Marivent Hotels & Resorts - VS Hotel and Victoria Sports Club, Quezon City
4 days ago
Duties And Responsibilities Oversee and maintain building systems, including HVAC (Heating, Ventilation, and Air Conditioning), plumbing, electrical, and fire protection systems. Conduct regular inspections and preventive maintenance to ensure systems are functioning properly. Perform routine and emergency repairs on building systems and equipment. Troubleshoot and diagnose issues with building systems and coordinate with contractors or service providers as needed. Ensure...