2 days ago Be among the first 25 applicantsJob DescriptionThe 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.Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailMeet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practicesParticipate 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 changesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goalsApply NowJob TitleSenior Quality Evaluator - TechnicalJob DescriptionThe 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.Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailMeet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practicesParticipate 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 changesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goalsLocation:MYS Kuala Lumpur Nu Tower 2Language RequirementsTime Type:Full time2025-05-26If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsApply NowSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionQuality AssuranceIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Concentrix Limited Company by 2xSign in to set job alerts for “Senior Quality Auditor” roles.WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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