SR QE - MOA

Concentrix • 2 hours ago
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Salary
≈ $11k – $25k per year (Estimated)
Location
In office (Pasay)
Seniority
Senior
Employment
Full-Time
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Concentrix

Concentrix is an American customer experience and business services company founded in 1983 and headquartered in Newark, California. It designs and runs customer support, sales, collections and back-office operations on behalf of more than two thousand client brands, employing hundreds of thousands of people across some seventy countries in dozens of languages. Listed on Nasdaq and enlarged by the 2023 acquisition of the French group Webhelp, the company has pushed beyond traditional call-centre outsourcing into experience design, automation and AI agents that deflect routine contacts before a human is needed.
concentrix.com • HQ: Newark, United States • Call Center Services • Business Process Outsourcing (BPO) • Information Technology • IT Outsourcing • Technical Support • Professional Services • 5000+ employees • Est. 1983

Job Title:

SR QE - MOA

Job Description

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

Location:

PHL Pasay City - MOA

Language Requirements:

Time Type:

Full time
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