Job Title:

Senior Quality Evaluator Azerbaijani & English

Job Description

The Sr 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 emailMeet 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 practicesParticipate 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 changesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate 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 documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Requirments:

External & internal candidates: associates bachelor degree in related field and min. 1 years of experience as quality evaluator or in related fieldStrong attention to detail.Self-starter, sense of urgency and works well under pressure.Demonstrated ability to multi-task and meet timelines o deliverables.Proficient in Microsoft Office.Strong communication skills, both written and verbal.Azerbaijani C2 - nativeEnglish B2Internal candidates specific: besides all mentioned above min. 6 months working experience in Concentrix, meeting/exceeding core KPIs, strong disciplinary track record

Location:

GEO Tbilisi - Vake Plaza 7th & 8th Flrs, 72a Ilia Chavchavadze Avenue, 7th & 8th Flrs

Language Requirements:

Azerbaijani (Required), English

Time Type:

Full time

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