Job Description

Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity & proficiency.

ROLE: Senior Quality Analyst/ Senior Quality Evaluator LOCATION: Chandigarh YEARS OF EXPERIENCE : 2+ Years 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 businesses and stay ahead of the competition and customer expectations. Role and key responsibilities: High-performance delivery on all quality parameters. Audit chats & calls on Product/process, Communication, and soft skills parameters. Conduct audits and feedback for the targeted population with the objective of improving scores , driving integrity & proficiency. Data analysis and creation of designated reports/presentations. Participate in calibrations to ensure consistent scoring & feedback delivery approach. Communicate to heighten awareness and focus on the importance of positive customer experience. Make recommendations and drive improvement. Reduce the learning curve and help enhance the product/process knowledge of new team members. Ensure that internal policies, procedures, and compliance regulations are being followed Customer/client Interactions. Leverage process knowledge to proactively identify areas of concern & highlight them to the change Team. Prepare TNA, publish and execute for 100% closure Key Skills and knowledge: Technical knowledge of Good English communication - sentence construction, grammar, punctuation, etc. Must have the ability to work under pressure. Understanding of the Audit & Coaching process. Ability to observe, analyze and give constructive feedback. Presentation, Feedback & Coaching skills. Hands-on experience in MS Office- preferably in MS Excel and Power Point. Interpersonal skills and Teamwork Analytical / Quantitative skills Data Handling / data interpretation Process orientation & structured thinking Educational Qualification : Graduation Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.'