Sr. Quality Evaluator
Year Bengaluru, Karnataka, India
Job Description
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Job Title: Sr. Quality Evaluator 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 Here you gobusiness and stay ahead of the competition and customer expectations. Role and Key Responsibilities:
- High performance delivery on all quality parameters.
- Audit chats/email interactions on Product/process, Communication and soft skills parameters.
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
- Data analysis and making designated reports/decks.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Communicate to heighten awareness and focus on importance of positive customer experience.
- Make recommendations and drive improvement.
- Reduce learning curve and help enhance product/process knowledge of new joinees.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Customer/Client Interactions.
- By using knowledge of process, proactively identify areas of concern & highlight to the change Team.
- Prepare TNA, publish and execute for 100% closure.
- Real Time Support (Production/Live Support) on the floor as per the business requirement
- Must have the ability to work under pressure.
- Understanding of Audit & Coaching process.
- Excellent writing and comprehension skills.
- Extremely good verbal & written communications skills.
- Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
- Ability to observe, analyze and give constructive feedback.
- Presentation, Feedback & Coaching skills.
- Hands on experience on MS-Office; preferably on MS-Excel, Power Point.
- Customer orientation.
- Customer Service Attitude.
- Effective problem solving skills.
- Highly energetic & enthusiastic.
- Interpersonal skills and Team work
- Analytical Skills / Quantitative skills
- Data Handling / data interpretation
- Process orientation & structured thinking.
- Should be willing to work in 24/7 shifts (Day and Night Shifts - Rotational) with no fixed week offs. Should be flexible about working on weekly offs when required.
- Graduate
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Job Detail
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Job IdJD3036118
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear