Sr. Quality Evaluator
- Concentrix
- 2 - 8 years
- Bengaluru
- 1 month ago
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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:
Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Demonstrated ability to multi-task and meet timelines of deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbal.
Qualification : Undergraduate/ Graduation
Disclaimer:-
Location:
IND Bangalore - Manyata Blk D1, Grd, 1st & 2nd Flr Language Requirements:
Time Type:
Full time Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality SpecialistEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Bengaluru+ View Contact
Keyskills: Business services Outbound Client account management Process control Internal quality auditor Quality Evaluator Management Customer engagement MS Office Operations
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