Job Title:

Senior Quality Analyst/Evaluator - Banking background

Job Description

Concentrix Italy is looking for a strong Quality and Training experienced Analyst with a background in the BFSI, This role is a fixed term role - 6months contract with Concentrix Italy - VimercateThe 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 goals

Your Experience:

Experience in Customer Service, Quality Evaluation, and TrainingKnowledge of the Banking customer service world - KWC - AntiriciclaggioFluent in EnglishStrong attention to detail and communication skillsProficient in Microsoft OfficeExperience with Quality Review KPI- Training class materialsWilling to work in Vimercate site

Location:

ITA Vimercate - Via Torri Bianche, 7 - Vimercate

Language Requirements:

Time Type:

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