2024 Training and Quality GVPTP

4 weeks ago


Pasig, National Capital Region, Philippines Concentrix Full time

Job Title: 2024 Training and Quality GVPTP

Job Description: The role of Quality Evaluator involves assessing and evaluating the quality of inbound and outbound calls, as well as other customer contact methods (such as email and chat) to ensure they meet established standards. By providing valuable insights to customers, you will help drive program performance enhancements.

Essential Functions/Core Responsibilities:
  • Monitor, evaluate, and audit a sample of inbound and outbound calls, chat, and email interactions
  • Share evaluation results with relevant stakeholders (Quality Leadership, Operations, Client, Account Management, etc.)
  • Participate in calibration and call listening sessions to maintain scoring consistency
  • Engage in internal quality audits to identify areas for improvement and suggest changes
  • Maintain a solid understanding of client products, services, and program strategies
  • Collaborate with Business stakeholders in quality task forces
  • Meet productivity requirements set by the department
  • Stay updated on programs through phone time
  • Contribute to the maintenance of forms and documents
  • Support management in analyzing key drivers, metrics, and operational processes
Candidate Profile:
  • Hold a Bachelor's Degree in a related field from a four-year college or university (less than one year of relevant experience preferred)
  • Demonstrate effective written and verbal communication skills
  • Proficient in Microsoft Office
  • Ability to multitask and meet deadlines
  • Detail-oriented
Career Framework Role:

This is an entry-level position suitable for individuals with little to no relevant work experience. You will acquire basic skills to perform routine tasks under supervision or following defined procedures.

Disclaimer:

This job description aims to provide an overview of the responsibilities and skills associated with this role, rather than an exhaustive list. Concentrix is an equal opportunity employer that evaluates applicants based on qualifications without discrimination.

Location: PHL Quezon City - Tera Tower 1st Floor

Language Requirements: Not specified

Time Type: Not specified



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