Sr. Quality Evaluator

1 month ago

Hyderabad, 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:

  • Monitors, evaluates and / or reviewing sample videos
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration /call listening sessions with Quality Leadership, staff, Operations, Program Management and clients to ensure scoring consistency and best practices implementation
  • 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 force with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of video reviewed per month, number of compliance audit, etc.)
  • 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:

  • Bachelor's Degree in related field with less than one year of relevant experience preferred
  • Effective communication skills, both written and verbal
  • Must have Voice, Chat and Email work experience
  • Preferred International Voice experience
  • Willing to work in US shift(complete night shift)
  • Proficient in Microsoft Office
  • Ability to multi-task and meet timelines of deliverables

Educational qualification: Graduate or Postgraduate

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 Hyderabad - Meenakshi Technova, Financial District

Language Requirements:

Time Type:

Full time

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