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Engaged Employer

Concentrix Corporation

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3.8

based on 26.5k Reviews

Video summary

78 Concentrix Corporation Jobs

Sr. Quality Evaluator

Concentrix

3.8

based on 26.5k Reviews

1-4 years

Gurgaon / Gurugram

1 vacancy

Sr. Quality Evaluator

Concentrix Corporation

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Operations Bfsi Client Account Management Statistical Process Control Outbound Calling Team Building

+ 2 more

Job Description

Job Title:

Sr. Quality Evaluator

Job Description

.

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:
Proven experience in Quality methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)
Strong communication skills, both written and verbal
Proficient in Microsoft Office
Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
Self-starter, sense of urgency, and works well under pressure.
Strong attention to detail
Sense of professionalism and ability to develop good relationships.
2 yrs total exp + 1 yr exp in the BFSi domain
Educational qualification: Bachelors Degree in related field with two to four years of relevant experience preferred.

Disclaimer:-

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment , processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities

Location:

IND Gurgaon Building 14 - 11F, Tower D

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

Employment Type: Full Time, Permanent

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