Jobily
quality analyst - spanish (c1) and english (c1)
Concentrix Greece
Αττική
Αττική
On Site
Κέντρο Εξυπηρέτησης / Call Center
Permanent
Full Time
About the job
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.
Description
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
Candiate Profile:
Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.
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.
On Site
Κέντρο Εξυπηρέτησης / Call Center
Permanent
Full Time
About the company
Building a business based on a strong foundation of culture and values.
Concentrix started 20+ years ago with just a handful of people and has since transformed from a scrappy startup to one of the most respected, fully integrated solutions and technology companies in the world.
Today, Concentrix is trusted by 2,000+ clients across all major sectors including iconic Fortune Global 500 brands for which we seamlessly design, build, and run the total experience, at scale, across the entire enterprise.
Our Vision
Following our North Star
We will be the greatest customer engagement company in the world, rich in diversity and talent — powered by creativity and technology.
Our Beliefs
Our culture is the heartbeat of who we are
We bring our vision to life through our company culture, extending far beyond what’s visible on our website or in our hallways. Our culture isn’t just words – it’s the guiding principles that our game-changers live by, shaping our decisions every single day.
Our Operating Philosophy
Visibility, velocity, value
Three principles guide the way we operate as a business.
Visibility throughout the organization allows us to quickly see and address problems and opportunities.
Velocity lets us quickly adapt to and anticipate changes in the marketplace and in our clients’ businesses.
Value to our game-changers, clients, and shareholders is considered and upheld in all we do.