Senior Quality Evaluator

2 weeks ago


Cape Town, South Africa Concentrix Full time

Job Title:
Senior Quality Evaluator

**Job Description**:
**Please note that the operational hours are Monday - Sunday 1pm - 7am**
- 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 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
- Effective communication skills, both written and verbal - English
- Proficient in Microsoft Office
- Ability to multi-task and meet timelines on deliverables
- Detail-oriented

**Location**:
ZDF Cape Town - Concentrix 13th Floor, 34 Bree Street

Language Requirements:
Time Type:
Full time
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