Overview
Senior Quality Evaluator Jobs in Dubai, UAE/Dubai at Concentrix
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, providing 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.
Meets 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).Participates in calibration sessions/call listening sessions with Quality staff, Delivery, 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.
Participates in quality task forces with Business stakeholders (Quality
Leadership
, Operations, Client, Account Management, and Resource Unit partners); completes phone time to keep current on programs (as applicable).Contributes to maintaining forms and legends documents.
Supports 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 of deliverables.
Proficient in Microsoft Office.
Strong communication skills
, both written and verbal.
At least 12 months’ previous experience in Quality management within a call centre environment.
Must be a UAE resident or able to relocate on short notice.
Fluency in English and Arabic.
Location:
ARE Dubai – Property# BCB2 515, Dubai Commer City
#J-18808-Ljbffr
Title: Senior Quality Evaluator
Company: Concentrix
Location: Dubai, UAE/Dubai
Category: Quality Assurance – QA/QC
