sr. Quality evaluatorConcentrix
Salary: Agreement
Work form: Full time
Posting Date: 21/12/2025
Deadline: 01/06/2021
Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: Sr. Quality Evaluator
Job Description
Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures
Provide root cause analysis on program, team and agent level identified opportunities
Provide recommended intervention activities to address quality metric opportunities identified
Provide training agenda feedback on nesting quality metric performance
Provide analysis on other operational metrics such as average handle time, emails per hour, etc...
Monitor QA Scores of the assigned account
Track and act on customer feedback
Review Quality parameters and make changes whenever necessary in consultation with Operations
Monitor Calibration levels
Prepare Quality Improvement Plans
Location: PHL Angeles City - SM City Clark BPO Bldg 1
Language Requirements: English (Required)
Time Type: Full time2021-04-19-07:00
Concentrix
Job Title: Sr. Quality Evaluator
Job Description
Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures
Provide root cause analysis on program, team and agent level identified opportunities
Provide recommended intervention activities to address quality metric opportunities identified
Provide training agenda feedback on nesting quality metric performance
Provide analysis on other operational metrics such as average handle time, emails per hour, etc...
Monitor QA Scores of the assigned account
Track and act on customer feedback
Review Quality parameters and make changes whenever necessary in consultation with Operations
Monitor Calibration levels
Prepare Quality Improvement Plans
Location: PHL Angeles City - SM City Clark BPO Bldg 1
Language Requirements: English (Required)
Time Type: Full time2021-04-19-07:00
Concentrix
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Angeles City, Pampanga
Permanent
Full-time
Permanent
Full-time
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Santa Rosa, Calabarzon
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About the company
Concentrix jobs
Santa Rosa, Calabarzon