Job Title:

Sr. Quality Evaluator

Job Description

Concentrix 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 expectations.

Key responsibilities:

Monitor customer contacts to identify areas of improvementConduct real-time coaching sessions and maintain proper documentationPresent quality insights during client and internal calls, including calibration sessionsCollaborate closely with Operations and Quality teams to design and implement action plansDrive key performance metrics such as NPS, CSAT, Quality, and Repeat Rate to enhance process efficiency and customer satisfactionSupport administrative tasks including dip checks and quality sessions for both production and new hire teamsContribute to process improvement initiatives and foster a culture of innovationStay updated with company policies and promptly report any observed security incidentsMaintain confidentiality of company and customer information, ensuring it is not disclosed to unauthorized individuals

Desired Skills:

Strong communication and feedback delivery skillsProficiency in soft skills training, especially in customer interaction and phone etiquetteHigh levels of maturity and professionalismAbility to perform under pressure and adapt to unstructured environmentsSolution-oriented mindset with strong analytical abilitiesProficiency in MS Office tools (PowerPoint, Excel, Word)Effective people management and interpersonal skillsWillingness to work in a 24x7 rotational shift environment with no fixed weekly offsFlexibility to work across both voice and non-voice processesCapability to analyze data and trends from effectiveness surveys

Qualification: Graduation

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time

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