Job Title:

Quality Evaluator in Brno

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.

PLEASE NOTE ALTOUGH POSTING MENTIONS PRAGE, THIS OFFER IS FOR BRNO.

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Want to know more? Join us, a global technology and services leader powering the brands of the future. We help well-known brands improve their businesses with technology and integrated solutions in more than 70 countries. We are proud to receive awards such as \"Employer Brand Leader of the Year\" and \"Best Employer - Outsourcing\" year after year.

Essential Responsabilities

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

What You Can Expect From Us

Work from our new office in Brno

Normal business working hours

Snacks at the workplace - fruit, cereals

Teambuilding activities: summer and Christmas festivities, monthly games and competitions, wellbeing workshops and more

Opportunity to start your career in an international environment

Comprehensive induction training (fully paid)

Ongoing training and upskilling programmes through Concentrix University

Professional development programs and career navigation to support your career growth

Requirements and Skills:

Detail-oriented.Ability to multi-task and meet timelines on deliverables.Proficient in Microsoft Office.Effective communication skills, both written and verbal.Sense of professionalism and ability to develop good relationships Czech proficiency (C2 level) and English advanced (minimum B2 level)Availability to work from the office is mandatory
 

PLEASE NOTE ALTOUGH POSTING MENTIONS PRAGE, THIS OFFER IS FOR BRNO.

Location:

CZE Prague - Vyskocilova 1481/4 (9th floor)

Language Requirements:

Time Type:

Full time

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