A global technology and services leader that powers the world's best brands, today and into the future. We're human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. Website: http://www.concentrix.com
Role: Quality Analyst
Essential Functions/Core Responsibilities:
· Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
· Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
· Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
· Participates 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
· Maintains 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)
· Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
· 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 goals
Candidate Profile
· Good verbal and written communication and interpersonal skills. Personnel should have competency in written and spoken local and English Language.
· Excellent Verbal and Written communications skills
· Proficient with Feedback & Coaching skills
· Must have the ability to work under pressure
· The applicant should be proficient with MS office (Powerpoint, Excel, Word)
· Drive for self-learning and knowledge enhancement
· Must have analytical abilities to analyse data, trends from effectiveness surveys
· Ability to multi-task and meet timelines on deliverable
· Detail-oriented
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Sales and Business Development
* Industries
Business Consulting and Services
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