Overview
Sr. Quality Evaluator Jobs in Durban at Concentrix
Training & Quality
Location
Durban, South Africa
Job Title:
Sr. 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.
What you will do in this role
As a Quality Analyst on our team, you’ll be:
Calibrating evaluations, produce alignment measure and insight
Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
Driving local quality calibration plan
Conducting site calibration to ensure consistency across the business
Supporting calibration accreditation initiative
Supporting academy accreditation
Completing complaint investigation and transcript requests
Capturing continuous improvement opportunities and close loop through effective coaching
Producing actionable insight and recommendations
Your qualifications
Concentrix is a great match if you have:
Matric
Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
High level of attention to detail when calibrating evaluations
Experience of the quality framework or working in a quality assured environment
Minimum 2 years professional technical troubleshooting expertise or proven technical ability
Experience in supporting agents to research and grasp technical information across multiple tools while talking with their customers
iOS, Android, Smartphone, Tablet, PC or Mac experience
Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
Strong facilitation and coaching skills
Proven track record of achieving targets
Previous or current quality experience (Advantageous)
Clear credit, disciplinary and criminal records
Location:
ZAF Durban – 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge
Language Requirements:
Time Type:
Full time
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Title: Sr. Quality Evaluator
Company: Concentrix
Location: Durban
