Experience the power of a game-changing career
Are you passionate about quality, coaching and customer experience? Do you enjoy working with data, supporting teams and finding opportunities to improve performance?
At Concentrix, we are looking for a Quality Evaluator & Coach to join our team and play a key role in monitoring quality, coaching agents and supporting daily operations.
In this role, you will combine quality evaluation, performance coaching, reporting and operational support, working closely with agents, team leaders and client stakeholders.
What you will do in this role
- Monitor and manage Back Office emails, Moreshop and Trustpilot activities.
- Create and maintain Back Office schedules.
- Participate in weekly, bi-weekly and monthly operational and sales meetings.
- Prepare and present monthly performance data to clients and stakeholders.
- Conduct call calibration sessions every 8 weeks, reviewing four calls per agent.
- Perform monthly quality controls for Back Office and Moreshop emails.
- Conduct monthly coaching sessions with agents based on quality evaluations.
- Set and follow up on individual performance goals, identifying areas for improvement.
- Review daily unpaid digital sales reports and update the Callback List.
- Provide training and ongoing support to new agents.
- Keep Humany updated based on the client's weekly magazine stock report.
- Support daily operations by handling calls, emails and Back Office activities, including Moreshop, Intrum and social media.
Around 65% of the role will involve hands-on operational support, keeping you closely connected to the customer experience and day-to-day needs of the team.
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