Job Title: Sr. Quality Evaluator with Czech/Slovak Job Description The Senior Quality Evaluator role is responsible for supporting the monitoring the completion of quality evaluations for inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements. **Responsibilities:** • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email, Regularly audit the calls and messaging conversations of the Tier 1 Agents. • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) • Ensures the TLs are completing the minimum of four (4) quality audits per Agent per month based on account standards for performance and quality targets. • Performs a minimum of 1RTR per TL per month and communicates results to OM and QM. Based on results, further actions may be required with OMs support to ensure TLs knowledge and competencies on all quality related matters. • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practice • Performance analysis on the DSAT and CES results on weekly basis and provided insights • Reviews and provides Deep Dive analysis on Trustpilot reviews • 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) • Upon the Parties’ mutual agreement in writing, perform other duties and responsibilities as account deems appropriates • Participate in all Customer interaction calibration with client • Supports the TLs during Agents' 1-1 on the quality audit performed and observations. • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals • Prepares and participates in the WBRs and MBRs providing the required Quality data and reports. **Candidate Profile** + **English C1 and Czech or Slovak C2 level is a mandatory requirement of this role** + **Experience as Quality Evaluator within a contact center environment is required** + Effective communication skills, both written and verbal + Proficient in Microsoft Excel and Power Point + Ability to multi-task and meet timelines on deliverables + Detail-oriented + **Willingness to work on rotational schedule Monday-Sunday 9am-10pm on rotation from our office in Sofia** Location: BGR Sofia - Advance Business Center Language Requirements: Time Type: Full time **If 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 Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**