Quality Evaluator - DE/EN

Job Title

Quality Evaluator - DE/EN

Location

PRT Porto - Avenida Sidonio Pais Nº 93

Job Type

Full time

Languages

English (Required), German (Required)

Responsibilities

• Monitors, evaluates and/ou audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates 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.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Participates in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Meets departmental productivity requirements (e. g. , number of calls monitored per month, number of emails evaluated, etc. ).
• Completes phone time to keep current on programs (as applicable).
• Contributes to maintaining forms and legends documents.
• Supports management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Candidate Profile

• Your current job tenure: at least 06 months in Concentrix.
• Your exemplarity: no sanctions in the last 6 months AND <5% unjustified absenteeism in the last 3 months.
• Achievement of your objectives:>80% of project performance objectives during the last 3 months.
• Language(s): German C1 and English.
• Location: In office - Oporto.

Career Framework

Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Equal Employment Opportunity

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.