Contact Center Quality AnalystConcentrix • Republic Of India, IN
Contact Center Quality Analyst
Concentrix • Republic Of India, IN
1 day ago
Job descriptionMonitors, 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 processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes Maintains strong program knowledge base; Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) Meet departmental productivity requirements (e.G. number of calls monitored per month, number of emails evaluated, etc.) 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 goal Having experience in QA / QC / Audit or any relevant Background in CS / Como / Trust & Safety Tamil Language + English 4 skills
About Concentrix : Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE : SNX), is a leading business services company. With a presence in more than 70 countries and a staff of more than 450,000 globally who speak 70+ languages. Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, and sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market. Visit www.Concentrix.Com to learn more.
Location : QTSC1 Building, Quang Trung Software Park, District 12, Ho Chi Minh City, Vietnam
Time working : 5 days / week, rotatingshift
- The position is open for who speaks Tamil & English. The position will relocate to Vietnam
What you'll do :
basic understanding of client products, services and / or program strategies
What you need :
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Quality Analyst • Republic Of India, IN
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