LOCATION

Durban, South Africa
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.

YOUR QUALIFICATIONS

Concentrix is a great match if you have:

• Matric
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Minimum 2 years professional technical troubleshooting expertise or proven technical ability
• Experience in supporting agents to research and grasp technical information across multiple tools while talking with their customers
• iOS, Android, Smartphone, Tablet, PC or Mac experience
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous 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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As a Quality Analyst on our team, you’ll be:

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations