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13 hours ago Be among the first 25 applicantsJob DescriptionThe 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.g. 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.Apply NowJob TitleSr. Quality EvaluatorJob DescriptionThe 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.g. 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 ResponsibilitiesMonitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailReports 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 practicesParticipates 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 changesMaintains strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Meet departmental productivity requirements (e.g. 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 documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goalsCandidate ProfileBachelor''s Degree in related field from a four-year college or university with less than one year of relevant experience preferredEffective communication skills, both written and verbalProficient in Microsoft OfficeAbility to multi-task and meet timelines on deliverableDetail-orientedCareer Framework RoleEntry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.DisclaimerThe 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:MYS Kuala Lumpur Nu Tower 2Language RequirementsEnglish (Required), Mandarin (Required)Time TypeFull time2025-05-29If 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 ResidentsApply NowSeniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionQuality AssuranceIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Concentrix Limited Company by 2xGet notified about new Senior Quality Auditor jobs in Greater Kuala Lumpur.WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoQuality Auditor Content Moderation (Mandarin/Cantonese, Remote)WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks agoQuality Auditor Content Moderation (Japanese, Remote)WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 months agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr