Concentrix Makati, National Capital Region, Philippines

Specialist, Training & Quality

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 processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains a strong program knowledge base and a basic understanding of client products, services, and/or program strategies
• Participates...