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Quality Evaluator

Concentrix (Thailand)
Concentrix (Thailand) (Bang Na, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
Concentrix (Thailand)
We create game-changing customer journeys that help brands grow, across the world and into the future. We understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise. Whether you’re a small company with big ideas or a leading global brand, we’re not just your next-door neighbor, we’re everyone’s, everywhere. It doesn’t matter if your customer journey spans channels, technology, or even oceans – we’ve got you covered. We’re behind the scenes of the brands you rely on every day. So chances are, we’ve already met!

About this position

The Quality Evaluator is responsible for monitoring and evaluating inbound and outbound calls, chats, and emails to ensure quality standards are met. They also participate in calibration sessions and maintain a strong knowledge base of client products and services.

Responsibilities

• Responsible for 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

Requirements

• Associate’s degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred.
• Detail-oriented.
• Ability to multi-task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.

Benefits

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Huneety A.I Salary Estimate
29,000 - 45,000 THB per month