Job Title: Sr. Quality Evaluator Job Description ROLE: Sr. Quality Evaluator DESIGNATION: Sr. Quality Evaluator LOCATION: Gurgaon YEARS OF EXPERIENCE: 2-3 Years (Scheduling & Planning) 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 and Key responsibilities: Key Responsibilities: • Responsible for monitoring contacts • Responsible for preparing and providing feedback to agents • Data analysis and making designated reports/ presentations • Participate in internal & external calibrations • Communicate to heighten awareness and focus on importance of positive customer experience • Make recommendations and drive initiatives / value adds for process improvement • Ensure that internal policies, procedures, and compliance regulations are being followed • Identify operational / training requirements and help team members in fixing these gaps • Client related analysis and other activities • Responsible for improvement of team performance on key metrics Desired Skills: • Business and root cause analytical skills • Skilled to improve team quality • Ability to conduct transactional monitoring • Effective feedback and coaching skills • Awareness of compliance and controls audit • Strong communication skills, both written and verbal • Educational qualification: Graduate degree (Bachelor’s) in any stream 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.' Location: IND Gurugram - SP Infocity, Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors Language Requirements: Time Type: Full time