Note: The job is a remote job and is open to candidates in USA. Concentrix is a forward-thinking global organization recognized for its inclusive culture and commitment to employee growth. The bilingual Sr Quality Evaluator will monitor and evaluate customer interactions, ensuring quality standards are met, while contributing to team success and operational improvements.
Responsibilities
- As a temporary or training assignment, aligned with respective agent respective account, monitor, evaluate and / or audit 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, Operations, 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
- 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
Skills
- Associate's Degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred
- Detail-oriented
- Ability to multi-task and meet timelines on deliverables
- Proficient in Microsoft Office
- Effective communication skills, both written and verbal
- Must be proficient in French/English
- Quality experience preferred
- Travel experience is a bonus
Benefits
- Medical, dental, and vision insurance
- Comprehensive employee assistance program (EAP)
- Registered retirement savings plan
- Paid time off and holidays
- Paid training days
- Daily Pay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, One Earth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- Work-from-home convenience with company-supplied technologies
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
- A range of other perks and benefits
Company Overview
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