Sr. Quality Evaluator

Concentrix


Date: 2 hours ago
City: Cebu City
Contract type: Full time
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 Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug

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

R1621058

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

Bilingual - SW Engineer IV

NCR Voyix, Cebu City
18 hours ago
About NCR VOYIXNCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful...

HHA Coordinator - Registered Nurses or Nursing Grads

Select VoiceCom, Cebu City
1 day ago
Responsibilities:Maintain a patient tracker for each assigned Home Health Aide.Check-in with each HHA weekly to address any questions or concerns.Assist with updating schedules in Kinnser and CareStitch.Follow up with HHAs after completing their first visit.Alert the HHAs when theres a new Case Manager.Keep track of patients that are placed on hold due readmission or per PT/family request.Confirm if HHA will...

US Tax Accountant (Night Shift | Cebu)

TOA Global, Cebu City
4 days ago
Job Title: US Tax AccountantLocation: IT Park, Cebu CityShift: 9:00 PM - 6:00 AM, Monday to FridayWork Arrangement: OnsiteUNLOCK YOUR POTENTIAL AT TOA GLOBAL!At TOA Global, we are passionate about helping professionals thrive in their careers, businesses, and communities. With a global presence spanning Australia, New Zealand, North America, the Philippines, South Africa, and South America, we empower accounting professionals...