Sr Quality Evaluator (Onsite Austin)

Job Title:

Sr Quality Evaluator (Onsite Austin)

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating communication with customers through all methods such as tickets, chat, e-mail or inbound and/or outbound calls for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and provides insight to contribute to program performance improvements.

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Sr Quality Evaluator position at Concentrix is just the right place for you!

As a Sr Quality Evaluator, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

• 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

YOUR QUALIFICATIONS

• Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.
• Six Sigma certification preferred.
• Extensive personal or professional experience with video gaming, virtual reality (VR) required
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines and deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.
• Willingness to work a flexible schedule  
• Employment for this position will begin onsite in office starting on day 1 of employment at 11800 Alterra Pkwy Austin, TX 78758.  The employment location may at any time change from this address to the downtown Austin location at 300 W 6th St, Austin, TX 7870 and all candidates must be flexible to change to employment in person onsite at this office in the future.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you’ll also be provided with:

• Inclusive Onsite Perks such as complimentary gourmet meals at onsite cafeteria - Free breakfast and lunc