Sr. Quality Evaluator, Onsite

Home (u00bbJob Details Sr. Quality Evaluator, Onsite Training & Quality (& Quality) Location United States Of America Language English Apply Now ( Summary Sr. Quality Evaluator Description A NEW CAREER POWERED BY YOU Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns u201c Worldu2019s Best Workplaces ,u201d u201c Best Company Culture ,u201d and u201c Best Companies for Career Growth u201d awards every year? Then a Senior Quality Evaluator position at Concentrix is just the right place for you As a Senior Quality Evaluator, youu2019ll join an organically diverse team from 70+ countries where ALL members contribute and support each otheru2019s success and well-being, proudly united as u201cgamechangers.u201d Together, we help the worldu2019s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, weu2019re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are. CAREER GROWTH AND PERSONAL DEVELOPMENT This is a great opportunity to reimagine an all-new career journey and develop u201cfriends for lifeu201d at the same time. Weu2019ll give you all the training, technologies, and continuing support youu2019ll need to succeed. Plus, at Concentrix, thereu2019s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within Thatu2019s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career youu2019ve always envisioned. WHAT YOU WILL DO IN THIS ROLE As a Senior Quality Evaluator, you will: u00b7 Responsible for all aspects of quality delivery on a center level u00b7 Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email u00b7 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) u00b7 Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices u00b7 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 u00b7 Reports on customer incidents and reviews customer feedback to make sure quality requirements are met u00b7 Proactively provides ideas to constantly improve the customer journey together with the other centers and the global team u00b7 Monitors the quality standards of the CS agents to ensure that we meet our quality goals and create a quality plan to increase our KPI's. u00b7 Initiates, takes part in and gives feedback in projects focused on quality to empower CS agents to deliver excellent service to our customers u00b7 Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies u00b7 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) u00b7 Contribute to maintaining forms and legends documents u00b7 Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. YOUR QUALIFICATIONS Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Senior Quality Evaluator role include: u00b7 Associate's degree in related field from a four-year college or university with 3-5 years of experience preferred. u00b7 Strong attention to detail. u00b7 Self-starter, sense of urgency and works well under pressure. u00b7 Demonstrated ability to multi-task and meet timelines of deliverables. u00b7 Proficient in Microsoft Office. u00b7 Strong communication skills, both written and verbal. u00b7 Must reside in the United States and have a valid U.S. address for residence WHATu2019S IN IT FOR YOU One of our companyu2019s Culture Beliefs says, u201cWe champion our people.u201d Thatu2019s why we significantly invest in our gamechangers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And weu2019ll invest in YOU to aid in your career path and in your personal development. In this role, youu2019ll also be provided with: + The base salary for this position is $19.00.00/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days. + DailyPay enrollment option to access pay

Created: 2026-02-09