Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next g...
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The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.
This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
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 sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
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 forces 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.
Matric
6-12 months utilities experience- essential
Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Demonstrated ability to multi-task and meet timelines on deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbal.
Gmail
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