Senior Quality Evaluator - Customer Service

at  Concentrix

TRAINING & QUALITY

Job Title:
Senior Quality Evaluator - Customer Service
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.

• Are you a #Gamechanger with a strong background in Customer Service Operations?Would you like to start a new career in one of the TOP BPO Companies in the world?Are you ready to change the Status Quo?Are you interested? Do not hesitate to apply!We are looking for a Senior Quality Evaluator to join our Amazing Team in Riyadh!

Please attach your CV in order to be considered for the selection process

ESSENTIAL FUNCTIONS/CORE RESPONSIBILITIES

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet 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 practices
• Participate 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
• Maintain 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); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

• Associates Degree in related field from a four-year college or university preferred
• More than 1 year experience in Customer Service Quality Dept.
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines o deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.
• English B2
• Arabic Fluent
• For internals only: TMP prefferred

Location:
SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589,
Language Requirements:
Time Type:
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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.

• Are you a #Gamechanger with a strong background in Customer Service Operations?Would you like to start a new career in one of the TOP BPO Companies in the world?Are you ready to change the Status Quo?Are you interested? Do not hesitate to apply!We are looking for a Senior Quality Evaluator to join our Amazing Team in Riyadh