~10d ago

CS Labs - Quality Evaluator_SP C1 + PT C1+ EN C1_ Lisbon_Hybrid

PRT Lisbon - Av. Mediterraneo, N°1mid

OtherQuality

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OtherQuality

Job Title:

CS Labs - Quality Evaluator_SP C1 + PT C1+ EN C1_ Lisbon_Hybrid

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) 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 and providing insight to customers to contribute to program performance improvements.

As a temporary or training assignment, aligned with respective Agent CL11 of respective account, monitor, evaluate and / or audit 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, Operations, 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
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

Associate's Degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred.
Detail-oriented.
Ability to multi-task and meet timelines on deliverables.
Proficient in Microsoft Office.
Effective communication skills, both written and verbal.
Language requirements (mandatory): SP C1 + PT C1 + EN C1

Current job tenure: at least 6 months in Concentrix
Exemplary record: no sanctions in the last 6 months AND less than 5% unjustified absenteeism in the last 6 months - no sanctions in the last 6 months.
Achievement of objectives: more than 85% of project performance objectives met during the last 3 months
Language(s): languages with proficiency levels - SP C1 + PT C1+ EN C1 mandatory
Work arrangement: Hybrid