2024 RCX Support and Leadership Workforce Management
Updated: March 03, 2024 09:40 AM GMT
Full-time Job in Olongapo, Central Luzon
![Concentrix](https://www.paynhire.com/c_logo/ANd9GcT0TKYrQf5HmVWxKC6HrzIADNM7-EbiFVXgilxaoCo.png)
Concentrix
Olongapo, Zambales, PhilippinesDescription
The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and / or outbound calls and other customer contact methods (e.
g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
Essential Functions / Core Responsibilities
• Monitors, evaluates and / or 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... More Detail
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