Job Title:

Sr. Quality Evaluator

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.

What you will do in this role
As a Quality Analyst on our team, you’ll be:

Calibrating evaluations, produce alignment measure and insightProviding direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvementsDriving local quality calibration planConducting site calibration to ensure consistency across the businessSupporting calibration accreditation initiativeSupporting academy accreditationCompleting complaint investigation and transcript requestsCapturing continuous improvement opportunities and close loop through effective coachingProducing actionable insight and recommendations

Your qualifications
Concentrix is a great match if you have:

MatricAbility to deliver feedback and effective coaching at Team Manager and Operations Manager levelHigh level of attention to detail when calibrating evaluationsExperience of the quality framework or working in a quality assured environmentMinimum 2 years professional technical troubleshooting expertise or proven technical abilityExperience in supporting agents to research and grasp technical information across multiple tools while talking with their customersiOS, Android, Smartphone, Tablet, PC or Mac experienceAptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challengesStrong facilitation and coaching skillsProven track record of achieving targetsPrevious or current quality experience (Advantageous)Clear credit, disciplinary and criminal records

Location:

ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements:

Time Type:

Full time

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