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.