CONCENTRIX

Quality Evaluator – Quality  

Career Level Description  
Entry level job with little or no prior relevant work
experience required.  Acquires basic skills to perform routine tasks.  Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures. 

Job Description  
The Quality Evaluator role is responsible for supporting the
monitoring and evaluating the quality of inbound and/or
outbound calls and other customer contact methods (e.g. 
email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards,
provide insight to customers to contribute to program
performance improvements. Candidate must be bilingual in
English/French or English/Spanish for speaking and written
communications.  

Essential Functions/Core Responsibilities  
Monitors, evaluates and / or audits a sampling of inbound
and/or outbound calls and other contact methods including
chat and email  
Reports results of evaluations to appropriate Business
stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)  
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management
and clients to ensure scoring consistency and best practices  
Participates 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  
Maintains strong program knowledge base; basic
understanding of client products, services and/or program 
strategies  
Participates in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) 
Meets departmental productivity requirements (e.g. number
of calls monitored per month, number of emails evaluated,
etc.) 
Completes phone time to keep current on programs (as
applicable)  
Contributes 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  

Candidate Profile  
High School graduate or equivalent  
Experience in emergency response, and/or high-stress call 
centre environments is preferred  
Basic knowledge of computer applications and MS Office
products  
Thorough knowledge of, and unwavering attention to
compliance/regulations  
Knowledge and experience with CAD system  
1-3 years’ experience in front line emergency call center
operations working as an advisor  
Must have ability to work in an office setting or from their
residence (private, secure space required within home)   
Current certification in CPR, emergency, fire, police dispatch is a plus. Previous evidence of certification is acceptable.  
Must be available to work shifts, including days, nights,
weekends, and holidays to support 24/7 operation  
Experience in emergency response, and/or high-stress call 
centre environments is preferred  

Contact

Elvis Njoku || Sr Recruiter, Talent Acquisition
Phone: +1 437-350-6104
Email: elvis.njoku@concentrix.com


www.concentrix.com        

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