Sr Quality Evaluator @ Concentrix

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Sr Quality Evaluator

Concentrix
2 - 7 years
Hyderabad
23 days ago
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Job Description

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.

Role and Key Responsibilities:

Conduct compliance and Quality checks and ensure timely closure as per defined targets
Drive continuous improvement - make recommendations and drive improvement
Participate/ Conduct internal & external calibrations to ensure consistent scoring & feedback delivery approach
Coach the gamechangers as per coaching models
Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment
Data analysis and creation of designated reports/presentations
Provide key insights to stakeholders based on quality evaluations
Skilled to create TNI and Share quality audit report with training department
Take on additional responsibilities and projects for process improvement
Perform Root Cause Analysis on identified defects
Provide key insights from case scrubs/RCAs and Analysis
Client Escalation Management
Strengthen Quality management processes / framework to improve quality delivery
Ensure data management for all deliverables and be accessible without any delay

Key skills & knowledge:

Good communication (verbal and written) and Analytical skills
Good interpersonal skills
Good Knowledge of computer basics/ troubleshooting
Ability to demonstrate and improve customer service skills
Knowledge about the 7 tools of quality will be an added advantage
Strong documentation and email etiquette
Working knowledge of MS office applications like Excel and Power point
Understanding of the Audit/mining & skills of effective Feedback/ Coaching process
Flexible to work in Shifts
Ability to work under pressure and in strict timelines

Educational Qualification: Graduation

Disclaimer:-

Location:

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Quality Assurance
Role Category: Business Process Quality
Role: Quality Specialist
Employement Type: Full time

Contact Details:

Company: Concentrix
Location(s): Hyderabad

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Keyskills: Mining Business services Outbound Data analysis Data management MS Office Troubleshooting Customer engagement Monitoring Auditing

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Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

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Concentrix

Meesho is Indias fastest growing internet commerce company. We want to make eCommerce accessible to all. Our vision is to enable 100 million small businesses in India, including individual entrepreneurs, to succeed online. Our mission is to democratise internet commerce by bringing a range of produc...

Sr Quality Evaluator @ Concentrix

Home > Business Process Quality