Concentrix Hiring for SR Quality Evaluator at Springfield, Illinois Full Time

Job Title:

SR Quality Evaluator

Job Description

The SR 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:

• Open to Work at Home

• Excel use and ability to build reporting using formulas required

• Experience with cryptocurrency considered an asset

• Ability to Multitask

• Schedule flexibility

• Ability to shift priorities as required

• Work is prescribed and completed with little autonomy as supervisor is off site

Location:

USA Tempe AZ – Fountainhead Pkwy

Language Requirements:

Time Type:

Full time