{"id":3314862,"url":"https://alion.io/job/concentrix-sr-quality-evaluator-8","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":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":45000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4991},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T14:06:10Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":8},"description":"Job Title:\nSr. Quality EvaluatorJob Description\nJob Profile Summary\nThe Sr. Quality Evaluator is responsible for monitoring and evaluating inbound and outbound customer interactions across all channels (calls, chat, email) to ensure accuracy, compliance, and adherence to established quality standards. The role contributes directly to program performance improvement by providing insights, validating customer sentiment, enhancing processes, and maintaining a strong operational knowledge base. This position also supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business.\nJob Description\nCore Quality Evaluation Responsibilities\n\nMonitors, evaluates, and audits a sampling of inbound/outbound calls, chat, and email interactions for accuracy, compliance, and customer experience alignment.\nMeets departmental productivity requirements (e.g., number of calls monitored, chats reviewed, emails evaluated) and reports results to key stakeholders including Quality Leadership, Delivery, Client, Account Management, and Resource Unit partners.\nParticipates in calibration sessions with Quality, Delivery, and Client teams to ensure scoring consistency and best practices.\nSupports internal quality audits to assess process control, compliance, and efficiency; recommends improvements based on findings.\nMaintains strong program knowledge, including client products, services, and strategic priorities.\nParticipates in quality task forces and completes periodic phone time (as applicable) to stay current on program updates.\nContributes to maintaining and updating forms, legends, and quality documentation.\nAbility to professionally drive the below tasks :\n\nKB Management & Revamp - Acts as KB Author; updates, restructures, and maintains Knowledge Base articles to ensure accuracy, usability, and alignment with evolving processes.\nQuality Target Fulfillment - Ensures monthly/weekly quality targets are achieved across Calls, Chat, and Email channels.\nCSAT Detractor Validation - Validates detractor surveys across all channels to determine accuracy, root cause, and agent impact; ensures data integrity for customer satisfaction reporting.\nProcess Enhancement - Identifies process gaps and recommends improvements to enhance customer experience and operational efficiency.\n Root Cause Analysis (RCA) - Conducts structured RCA for recurring issues, detractors, and quality trends; collaborates with cross-functional teams to implement corrective actions.\nFCR Validation - Validates First Contact Resolution accuracy across interactions to ensure correct reporting and operational alignment.\nCOPC Awareness - Applies COPC principles in quality evaluation, documentation, and continuous improvement activities.\nFlexible Working Hours - Supports operational needs through flexible scheduling, including extended hours when required.\nAdditional Tasks - Performs any additional responsibilities assigned by the manager to support business priorities and operational excellence.\nDelivering Refreshment Session - Delivers targeted refresher quality sessions and promotes continuous quality scorecard awareness to ensure team members are fully aligned with operational metrics and compliance standards.\nCandidate Profile\n\nAssociate’s Degree in a related field with 2 years of experience preferred.\nStrong attention to detail and high accuracy in evaluation.\nSelf-starter with a strong sense of urgency; performs well under pressure.\nDemonstrated ability to multi-task and meet deadlines for deliverables.\nProficient in Microsoft Office and quality evaluation tools.\nStrong written and verbal communication skills.\nAbility to collaborate effectively with cross-functional teams.\nFamiliarity with COPC standards is an advantage.\nFlexible with working hours to support business needs.\nLocation:\nARE Dubai - Property# BCB2 515, Dubai CommerCityLanguage Requirements:\nTime Type:\nFull time2026-09-11","description_format":"text","description_chars":3940,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-27T04:48:30Z"}],"visa":[],"liveness":{"score":68,"band":"ok","label":"Likely open","p_open":1,"p_active":0.68,"p_room":1,"age_days":8,"expected_fill_days":26,"reasons":["conf:2","stale_co","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-sr-quality-evaluator-8","json_url":"https://alion.io/job/concentrix-sr-quality-evaluator-8.json","meta":{"generated_at":"2026-10-29T17:56:41Z","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":26711,"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-8"},{"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-8"},{"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-8"},{"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-8\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-sr-quality-evaluator-8"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3314862}},{"tool":"search_jobs","arguments":{"company":"concentrix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3314862},"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); 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