Senior Quality Analyst - Customer Service Evaluation

Quality Analyst

Job Title:

Quality Analyst

Job Description

The Sr 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.

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.

 

Qualifications :-

 

Experience – 3 years

English Assessment – B2

Education – Graduate

COMO Experience – App review ( minimum 1 year managing team working in COMO-App review environment ).

 

Role and Key Responsibilities:

 

• Quality Auditing & Evaluation – Strong ability to assess work against policies, guidelines, and quality standards.

• Attention to Detail – High accuracy in identifying errors, compliance gaps, and quality trends.

• Analytical Thinking – Ability to analyze performance data, identify root causes, and recommend improvements.

• Policy & Process Expertise – Deep understanding of content policies, operational guidelines, and quality frameworks.

• Coaching & Feedback Delivery – Providing clear, constructive, and actionable feedback to improve agent performance.

• Stakeholder Collaboration – Working effectively with Operations, Training, Quality Managers, and client teams.

• Performance Improvement – Identifying knowledge gaps and supporting corrective and preventive action plans.

• Decision-Making Skills – Making objective, balanced, and policy-aligned quality assessments.

• Communication Skills – Strong written and verbal communication for audit findings, reporting, and coaching.

• Time Management – Completing audits within agreed SLAs while maintaining quality standards.

Desired Skills:

• Quality Auditing & Compliance

• Analytical Thinking & Root Cause Analysis

• Attention to Detail

• Coaching & Feedback Delivery

• Policy Interpretation & Decision Making

Educational Qualification:   Graduate 

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 Hyderabad - Google Client Site

Language Requirements:

Time Type: