Seasonal Sr Quality Evaluator

Job Title:
Seasonal Sr Quality Evaluator (Remote) Job Description
Join our award-winning “One Concentrix ” team as a remote Seasonal Sr. Quality Evaluator! The remote Seasonal 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. (Military veterans are encouraged to apply.) CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great “work from home” opportunity that will allow you 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 ongoing 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 no-cost 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

As a remote Seasonal Sr Quality Evaluator working from home, you will:

- 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 focuses on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

- Deliver expert customer experiences…with a smile.

YOUR QUALIFICATIONS

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Seasonal Sr Quality Evaluator (Remote) role include:

- 18 Years of age or older with a completed High School Diploma or GED required

- Associate’s degree in related field from a four-year college or university with 3-5 years of experience preferred.

- Banking program experience required

- Quality experience required

- 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.

- Must reside in the United States and have a valid U.S. address for residence.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our gamechangers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. Benefits available to eligible U.S. employees in this role include:

- The base salary range for this position is $17.00-$20.00 (pay rate will not be below the appl