Senior Quality Evaluator

Sr. Quality Evaluator

Job Title:

Sr. Quality Evaluator

Job Description

ROLE: Transaction Quality Analyst

DESIGNATION: Senior Quality Analyst

LOCATION: Bangalore

YEARS OF EXPERIENCE: 2+

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.

Role and Key Responsibilities:

· Drive continuous improvement for T&TQ and Delivery

· Manage Chat Quality / Training & Client related KPI's

· Monitor transactions for Quality purpose and giving regular feedback to the agents

· Implement quality improvement Initiatives / TQ framework, as applicable

· Evaluate effectiveness of T & TQ interventions

· Drive Process control & Compliance in addition to managing the audit requirements

· Ensure knowledge consistency through implementations of calibrations, quizzes, D-Sat scrubbing, data analysis etc.,

· Provide quality floor support, feedback, refresher and corrective training

· Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted

· Client Escalation Management

Key skills & knowledge:

· Proficient in Arabic and English language (Read, Write and Speak)

· Good understanding of B2B semi-tech support

· Ability to understand data dashboards, analyse and create TNIs

· Using framework

· Understanding of the Quality processes and tools

· Good knowledge of FMEA and methodology to execute it effectively

· Proficient in Ms Office application (Outlook, Excel, Word, Power point)

· Key understanding of metric like CSAT, Issue Resolution and Efficiency

· Root cause analysis using frameworks like 5 Whys to diagnose performance issues

· Ability to get out of the box ideas and Process improvement initiatives in the process.

Educational Qualification : Graduate with 2+ year experience supporting semi-tech. Worked in the Quality function and monitoring chat transactions.

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:

IND Bangalore - Millenium Towers - MT2

Language Requirements:

Time Type:

Full time

Experience Level

Senior Level