Quality Evaluator Dutch (C1 proficiency) and English (B2 proficiency) - Concentrix Poland
Aplikuj zewnętrznie

Quality Evaluator Dutch (C1 proficiency) and English (B2 proficiency)

Opublikowane 21.09.2024 | Wygasa 22.12.2024

Opis stanowiska

Job Title:

Quality Evaluator Dutch (C1 proficiency) and English (B2 proficiency)

Job Description

The 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.
  • 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 focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Location:

POL Katowice - Global Office Park-Bldg C Flrs 2 & 3

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix Poland

Concentrix Poland

104 aktywne reklamy

1.75

4 opinie

Szanse dla kariery

Wynagrodzenie

Czas biurowy vs. czas wolny

Zarządzanie

Procedury i wartości

Kryteria pracy

Rodzaj pracy Pełny etat
Miasta Katowice, Poland