{"id":2924603,"url":"https://alion.io/job/concentrix-sr-quality-evaluator-7","title":"Sr. Quality Evaluator","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":65,"open_postings":1020,"ghost_share":0.574,"stale_share":0,"repost_share":0.01,"time_to_fill_p50_days":26,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6500,"max_usd":14500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-29T03:25:20Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":38},"description":"Job Title:\nSr. Quality EvaluatorJob Description\nConcentrix 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 expectationAbout the Process\nWe are hiring for one of the fastest-growing FinTech platforms in the United States. The organization offers a wide range of digital financial services through a mobile-first platform, enabling customers to send and receive money, make payments, invest, and access lending solutions. The role requires a strong focus on quality assurance, customer experience enhancement, process compliance, and performance improvement.\nPosition Summary\nThe Sr. Quality Evaluator will be responsible for monitoring and evaluating customer interactions across voice and chat channels, ensuring adherence to quality standards, compliance requirements, and customer experience expectations. The role requires strong analytical capabilities, coaching expertise, data interpretation skills, and the ability to drive continuous improvement through actionable feedback and reporting.\nKey Responsibilities\nConduct quality audits for customer interactions across voice and chat channels.\nEvaluate performance on product knowledge, process adherence, communication skills, and customer handling.\nDeliver structured and actionable feedback to improve agent performance and quality scores.\nAnalyze quality trends and identify opportunities for process improvement.\nPrepare and publish quality reports, dashboards, and presentations for stakeholders.\nParticipate in calibration sessions to maintain scoring consistency and audit accuracy.\nCollaborate with Operations, Training, and Business teams to improve overall customer experience.\nDrive quality improvement initiatives and recommend corrective actions based on audit findings.\nSupport onboarding and ongoing development of new team members through coaching and knowledge sharing.\nEnsure adherence to internal policies, procedures, regulatory requirements, and compliance standards.\nHandle client-facing discussions related to quality performance and improvement initiatives when required.\nProactively identify process gaps, risks, and customer experience concerns and escalate them to relevant stakeholders.\nConduct Training Needs Analysis (TNA) and ensure timely execution and closure of identified training interventions.\nMonitor key quality metrics and contribute towards achieving business and client objectives.\nRequired Qualifications\nGraduation in any discipline.\nMinimum relevant experience in Quality Assurance within Customer Service, Banking, Financial Services, FinTech, or BPO operations.\nExperience auditing Voice and Chat interactions.\nStrong understanding of Quality Frameworks, Audit Methodologies, and Coaching Processes.\nExcellent verbal and written communication skills with strong grammar, sentence construction, and business communication abilities.\nProficiency in Microsoft Excel and PowerPoint for reporting and presentations.\nAbility to work effectively in a fast-paced, performance-driven environment.\nWillingness to work in permanent night shifts.\nPreferred Qualifications\nExperience in Banking, Financial Services, FinTech, Payments, or Digital Financial Products.\nExposure to customer support functions involving compliance and regulatory requirements.\nExperience in client-facing quality discussions and stakeholder management.\nKnowledge of quality improvement methodologies and root cause analysis.\nKey Skills\nQuality & Compliance\nQuality Auditing\nQuality Assurance\nCall Monitoring\nChat Auditing\nCompliance Monitoring\nQuality Calibration\nInternal Controls\nCoaching & Performance Improvement\nFeedback Delivery\nCoaching & Mentoring\nTraining Needs Analysis (TNA)\nPerformance Improvement Planning\nKnowledge Management\nAnalytics & Reporting\nData Analysis\nQuality Reporting\nMIS Reporting\nTrend Analysis\nRoot Cause Analysis\nExcel Reporting\nDashboard Management\nCommunication & Stakeholder Management\nBusiness Communication\nStakeholder Management\nPresentation Skills\nClient Interaction\nInterpersonal Skills\nTechnical Skills\nMS Excel\nPowerPoint\nData Interpretation\nProcess Documentation\nDisclaimer\nThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.\nLocation:\nIND Gurugram - RMZ Infinity, Plot No. 15, Phase IV, Udyog ViharLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":4700,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-20T13:08:46Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.587,"p_room":0.55,"age_days":38,"expected_fill_days":26,"reasons":["conf:2","stale_co","wave","velocity","win:tail","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-sr-quality-evaluator-7","json_url":"https://alion.io/job/concentrix-sr-quality-evaluator-7.json","meta":{"generated_at":"2026-10-29T07:54:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12079,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":84},"rest":"https://alion.io/mcp/rest/get_company?id=84"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconcentrix-sr-quality-evaluator-7"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconcentrix-sr-quality-evaluator-7"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconcentrix-sr-quality-evaluator-7"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/concentrix-sr-quality-evaluator-7\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-sr-quality-evaluator-7"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2924603}},{"tool":"search_jobs","arguments":{"company":"concentrix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2924603},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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