Design and implement standardized data models that can be adapted across multiple Operating Entities at client. Oversee data modelling initiatives, ensure alignment with organizational goals, and provide strategic guidance.
About the role
- Quality Evaluator monitoring quality of inbound and outbound calls and customer contact methods at Concentrix. Supporting program performance improvements through evaluation and insights for stakeholders.
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
Requirements
- Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
- Effective communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to multi-task and meet timelines on deliverable
- Detail-oriented
Benefits
- Health insurance
- Professional development
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Quality Evaluator responsible for monitoring and evaluating customer contact methods for quality standards. Contributing insights for program performance improvements at Concentrix.
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