SR. QUALITY EVALUATOR (DUTCH & ENGLISH SPEAKER)

Job Title.
Sr.
Quality Evaluator (Dutch & English Speaker) Job Description • 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.
.
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.
.
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) Meet departmental productivity requirements (e.
.
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 goals Candidate Profile Quality monitoring experience (preferred but not required) Effective communication skills, both written and verbal Quality Score on target for the past 3 months (average score for main 3 attributes and overall) No Security fails detected for the past 3 months Ability to multitask and meet timelines on deliverable Detail-oriented Experience in the account required Disclaimer 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.
Concentrix is an equal opportunity employer.
Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location.
PRT Porto - Avenida Sidonio Pais Nº 93 Language Requirements.
Holandés (obligatorio), Inglés (obligatorio) Time Type.
Tiempo Completo If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Misión.
Nuestro objetivo es ser la mayor empresa del mundo en servicios de atención al cliente, en diversidad y en talento.
Lo lograremos gracias a nuestra cultura.
Concentrix CVG Corporation es una empresa que fomenta la igualdad de oportunidades.
Quienes somos.
Somos una compañía única.
Somos fans de nuestros empleados, les ayudamos a desarrollarse constantemente y a alcanzar sus objetivos profesionales.
¡Somos una multinacional líder que te ofrece posibilidades infinitas! Descripción de la empresa.
Destacamos en un mundo multitudinario.
Creemos que la experiencia lo es todo.
Para lograr unos resultados sobresalientes, estamos alterando el mercado al estar totalmente concentrados en hacer los negocios de nuestros clientes mejores.
Reunimos a las mentes más brillantes y creativas del sector, soluciones tecnológicas vanguardistas, experiencia probada en “design thinking” y centros que ofrecen experiencias excepcionales al cliente.
Nuestros clientes también notan la diferencia...
mayor lealtad de los clientes, mejora del rendimiento empresarial y diferenciación en los mercados.
Como organización diversa y global, tenemos ideas novedosas y poco convencionales y ofrecemos experiencias extraordinarias al cliente casi 750 de las mejores marcas del mundo.
Concentrix.
Una empresa apasionada impulsada por gente apasionada.