Overview
Senior Quality Evaluator Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at Concentrix
Title: Senior Quality Evaluator
Company: Concentrix
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Job Title:
Senior Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
Tasks and responsibilities:
Monitors, evaluates and / or audits 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, Delivery Team, 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
Participate 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
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
Candidate profile:
Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.
Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Demonstrated ability to multi-task and meet timelines o deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbal.
Previous experience in Quality management within a call centre environment preferred
Must be UAE resident or able to relocate on a short notice
Fluency in English and Arabic
Location:
ARE Abu Dhabi – Building Khaleej Area
Language Requirements:
Time Type:
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
R1602706
