Sr Quality Evaluator

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.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Maintain expert level knowledge and assigned products and services, complete all required training and certifications.
• Monitor customer issue trends, volume spikes, and case inventory.
• Lead daily team huddle and communicate operational updates.
• Conduct effective coaching and feedback sessions; manage follow-up actions.
• Ensure timely completion of compliance training and phishing exercises for self and team.
• Review and analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.
• Serve as an escalation point for customer cases; manage resolution and documentation.
• Oversee staff scheduling and maintain low attrition rates.
• Validate agenda access and ensure compliance with security protocols.
• Always display professionalism.
• Respond promptly to production issues and operational challenges.
• Promote positive behaviors and recognize team achievements.
• Provide reporting and analysis results to the B2B Service Directors for quality evaluations completed including trend results
• Learn program/ services topics to provide proper support, this includes refresher training and new product/enhancement trainings
• Lead and participate in feedback sessions in Verient application
• Maintain and expand on all product and service knowledge.
• Complete all mandatory training courses in a timely manner.
• Protect Mastercard B2B customer and internal proprietary information.
• React in demanding situations or short timeline deliverables.
• Amplify positive behaviors.
• Collaborate with multiple internal support teams to address customer requests
  
  

Key skills & knowledge:

• Proficiency in Microsoft Office and related applications
• Strong attention to detail and organizational skills
• Professional demeanor and respect for colleagues and customers
• Ability to collaborate effectively with internal teams and B2B Service Directors
• Capable of multitasking and leading in a dynamic, team-oriented environment.
• Demonstrates success in high-pressure, fast – paced settings, and frequent changes deemed by the business and product owners.
• Analytical and strategic thinking and problem-solving skills for process improvements
• Effective communication and feedback delivery
• Commitment to fostering a safe, inclusive, and diverse workplace.
  
  

Educational Qualification : Graduate

Disclaimer:-

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

Time Type:

Full time

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R1654739

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