Quality Evaluator_WFO_Lisbon_DE C2 + EN B2 Lisboa

Quality Evaluator_WFO_Lisbon_DE C2 + EN B2

Job Title: Quality Evaluator_WFO_Lisbon_DE C2 + EN B2

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) 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 and providing insight to customers to contribute to program performance improvements.

• As a temporary or training assignment, aligned with respective Agent CL11 of respective account, monitor, evaluate and / or audit 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, Operations, 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
• 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

Candidate profile

• Associate's Degree in related field from a
  - year college or university with 1 - 3 Years of Experience preferred.
• Detail-oriented.
• Ability to
  - task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.
• Languages: DE C2 + EN B2

Eligibility Criteria for Internal Candidates

• Current job tenure: at least 6 months in Concentrix
• Exemplary record: no sanctions in the last 6 months AND less than 5% unjustified absenteeism in the last 3 months
• Achievement of objectives: more than 80% of project performance objectives met during the last 3 months
• Language(s) DE C2 + EN B2
• Work arrangement: WFO in Lisbon

Location

PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements

DE C2 + EN B2

Time Type

Full-time

R1661604

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Seniority level

• Entry level

Employment type

• Full-time

Job function

• Quality Assurance
• Industries: IT Services and IT Consulting

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