Sr. Quality Evaluator, Facebook PSO

Job Title:

Job Description

• Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

• Role & Key Responsibilities –      

• Interaction Monitoring : Evaluate live or recorded phone calls, emails, and chats against predefined quality benchmarks like greeting, product knowledge, and empathy.
• Performance Scoring : Use scorecards to rate agent interactions on metrics such as First Call Resolution (FCR) and Average Handling Time (AHT).
• Feedback & Coaching : Provide constructive, one-on-one feedback to agents to address critical errors and help underperforming team members improve.
• Compliance Auditing : Ensure all interactions comply with company policies, industry standards (like ISO 9001), and legal regulations.
• Data Analysis & Reporting : Analyse quality trends to identify common mistakes and generate daily, weekly, or monthly performance reports for management.
• Process Improvement : Suggest enhancements to call scripts and workflows to streamline operations and increase customer satisfaction.
• Calibration Sessions : Participate in meetings with trainers and operations managers to ensure consistent scoring standards across the quality team.

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  Key Skills & Knowledge-

• Bachelor's Degree in a related field with two to four years of relevant experience - preferred.
• Strong communication skills, oral and written.
• Proficient in Microsoft Office.
• Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster a sense of professionalism and relationship building for self and team.
• Strong attention to detail
• Ability to work in a flexible schedule

• Education Qualification: Graduate (any discipline).

  Disclaimer: -

  Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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