Sr. Quality Evaluator
Company: Concentrix
Location: Austin
Posted on: June 24, 2022
|
|
Job Description:
Job Title:
Sr. Quality Evaluator
Job Description
The Quality Evaluator role is responsible for supporting the
monitoring and evaluating the quality of inbound and/or outbound
calls and other customer contact methods (e.g. email, chat) for
accuracy and adherence to established quality standards. As an
output of assessing quality standards, provide insight to customers
to contribute to program performance improvements.
Essential Functions/Core Responsibilities
Monitors, evaluates and / or audits a sampling of inbound and/or
outbound calls and other contact methods including chat and
email
Reports results of evaluations to appropriate Business stakeholders
(Quality Leadership, Operations, Client, Account Management, and
Resource Unit partners)
Participates in calibration sessions/call listening sessions with
Quality Leadership staff, Operations, Program Management and
clients to ensure scoring consistency and best practices
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 forces with Business stakeholders
(Quality Leadership, Operations, Client, Account Management, and
Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls
monitored per month, number of emails evaluated, 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
Candidate Profile
Effective communication skills, both written and verbal
Proficient in Microsoft Office
Ability to multi-task and meet timelines on deliverable
Detail-oriented
Career Framework Role
Entry level job with little or no prior relevant work experience.
Acquires basic skills to perform routine tasks. Work is prescribed
and completed with little autonomy. Works with either close
supervision or under clearly defined procedures.
Disclaimer
The 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.
Concentrix is an equal opportunity employer. Concentrix evaluates
qualified applicants without regard to race, color, religion,
gender, national origin, age, sexual orientation, gender identity
or expression, protected veteran status, disability status or any
other legally protected characteristic.
*msja
#NACNX
Location:
USA Austin 13011 McCallen Pass Bldg D
Language Requirements:
Time Type:
Keywords: Concentrix, Austin , Sr. Quality Evaluator, Other , Austin, Texas
Click
here to apply!
|