Sr. Quality Evaluator

3 weeks ago

gurugram, India Concentrix Full time
Description

  • Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
    Role and Key Responsibilities:

    ·       Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team and VMs in real-time.

    ·       Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores.

    ·       Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and department.

    ·       Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate.

    ·       Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day.

    ·       Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA performance, Unplanned/Planned Shrinkage hours, etc.

    ·       Standardize data collection mechanism and automate reports where possible to remove inefficiencies.

    ·       Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.

      

  • Monitors, evaluates and / or audits a sampling of inbound calls
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations and Client)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates 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
  • Maintains 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 and Account Management)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, D-sat scrubbing)
  • Complete production 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 & knowledge:

  • Experience of working with a Voice or Chat process (international)
  • Effective communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Analytical skills
  • Presentation skills
  • Quality Domain knowledge (7 tools of Quality)
  • Ability to multi-task and meet timelines of deliverable
  • Detail-oriented


  • Educational Qualification: Graduate.

    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

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