Quality Evaluator at Concentrix

Accra
Permanent
Full-time

8 days ago

The Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.To be successful in this job, you must be able to commit to full flexibility to work a variety of shifts, Monday to SundayDue to incredible growth, we’re searching for individuals, passionate in providing exceptional customer service, to join our experienced Quality team, at our brand new office based in Accra City Centre!What You'll Be DoingMonitors, evaluates and / or audits 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, Delivery Team, 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
Participate 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
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 goalsWhat You'll NeedAssociates Degree in related field from a four-year college or university with 2 years of experience preferred.
Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Demonstrated ability to multi-task and meet timelines on deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbalThis is a great opportunity for someone looking to join a vibrant, growing, global business where you will have the opportunity to take advantage of excellent learning, development and career opportunities as well as become part of a highly professional and fantastic team.Do not miss this great job opportunity! Apply now!Concentrix is an equal opportunity employerWe're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

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