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Concentrix Sr. Quality Evaluator in Topeka, Kansas

Job Title:

Sr. Quality Evaluator

Job Description

The Sr. 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

Open to Work at Home

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 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

Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

Meetdepartmental productivity requirements (e.g. number of calls monitored per month, number of emailsevaluated, 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 goals

Candidate Profile

Open to Work at Home

Some coaching and mentoring experience within a call center setting

Effective communication skills, both written and verbal

Proficient in Microsoft Office

Ability to multi-task and meet timelines on deliverables




Career Framework Role

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.


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.


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Language Requirements:

Time Type:

Full time