Senior Quality Evaluator Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Senior Quality Evaluator!

Responsibilities of the Candidate:

• Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods (e.g., chat, email) for accuracy and adherence to established quality standards.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated, etc.) and report evaluation results 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) to improve overall contact quality and recommend changes.
• Maintain a 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 in reviewing key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Requirements:

• Strong knowledge and experience in monitoring and evaluating customer interactions (calls, emails, chat).
• Ability to meet departmental productivity requirements for evaluations.
• Strong understanding of quality standards and ability to evaluate performance based on those standards.
• Experience in participating in calibration and call listening sessions for consistency and best practices.
• Experience in internal quality audits and making recommendations for process improvement.
• Strong program knowledge and understanding of client products and services.
• Ability to work collaboratively with business stakeholders, including quality leadership, operations, clients, account management, and resource unit partners.
• Strong communication skills for reporting and contributing to quality initiatives.
• Full-time availability for the position in Gurugram, India.