Quality Evaluator

Champion Quality. Drive Excellence. Create Impact.

Are you passionate about quality, continuous improvement, and delivering exceptional customer experiences?

We are looking for a detail-oriented and analytical Quality Evaluator to join our growing team. In this role, you will play a critical part in maintaining the highest quality standards across operations, identifying performance improvement opportunities, and driving initiatives that enhance both customer satisfaction and business results.

If you thrive in a fast-paced environment, enjoy analyzing data and trends, and are motivated by making a measurable impact, we'd love to hear from you.

Your Mission

As a Quality Evaluator, you will ensure operational excellence by evaluating customer interactions, monitoring quality performance, and providing actionable insights that support continuous improvement.

You will work closely with Operations, Quality Leadership, Account Management, and clients to identify opportunities, improve processes, and strengthen the overall customer experience across multiple accounts.

Key Responsibilities

Quality Monitoring & Evaluation

• Conduct quality evaluations of customer interactions to assess adherence to established processes, policies, and customer experience standards.

• Monitor operational quality performance across multiple accounts within the region.

• Ensure consistency, accuracy, and compliance with quality frameworks and evaluation methodologies.

• Participate in calibration sessions to maintain alignment and evaluation integrity across stakeholders.

Performance Analysis & Continuous Improvement

• Analyze quality results, trends, and key performance indicators to identify improvement opportunities.

• Perform root cause analysis to uncover underlying drivers impacting quality performance and customer satisfaction.

• Recommend and support initiatives that improve operational effectiveness and customer experience outcomes.

• Facilitate and contribute to performance improvement activities focused on achieving business and client objectives.

Stakeholder Collaboration & Business Support

• Partner closely with Operations, Account Management, and Quality Leadership teams to drive performance improvements.

• Provide regular insights and recommendations based on quality trends, customer feedback, and operational performance.

• Support business reviews and discussions through accurate reporting and meaningful analysis.

• Build strong working relationships with internal stakeholders and client partners.

Quality Governance & Process Excellence

• Support quality governance activities, ensuring adherence to established standards and best practices.

• Maintain and enhance quality documentation, evaluation guidelines, reporting standards, and operational procedures.

• Contribute to the standardization and continuous improvement of quality processes.

• Support onboarding initiatives by ensuring quality standards and expectations are clearly communicated.

Reporting & Data Integrity

• Ensure accuracy, consistency, and integrity of quality reporting and performance dashboards.

• Validate quality data inputs and outputs to maintain reliable reporting across accounts.

• Monitor trends and provide insights that support strategic decision-making.

• Prepare and present reports highlighting key findings, risks, opportunities, and recommendations.

Organizational Change & Quality Transformation

• Identify opportunities to improve processes, workflows, and quality methodologies.

• Support the implementation of organizational and operational improvements that enhance overall performance.

• Contribute to quality transformation initiatives that drive long-term business success and customer satisfaction.

• Promote a culture of accountability, quality excellence, and continuous learning.

What You Bring

Experience & Qualifications

• Bachelor's degree or equivalent professional experience preferred.

• 2–4 years of experience in Quality Assurance, Quality Evaluation, Customer Experience, Operations, or a related field.

• Experience within a BPO, customer service, contact center, or shared services environment is considered an advantage.

• Strong understanding of quality management principles, performance measurement, and continuous improvement methodologies.

• Experience working with multiple stakeholders and cross-functional teams.

Skills & Competencies

• Strong analytical and problem-solving abilities.

• Excellent attention to detail and commitment to quality.

• Ability to identify trends, patterns, and performance improvement opportunities.

• Strong communication and presentation skills, both written and verbal.

• Excellent stakeholder management and relationship-building capabilities.

• Strong organizational skills with the ability to manage multiple priorities and deadlines.

• Self-motivated, proactive, and able to perform effectively under pressure.

• High level of professionalism, accountability, and integrity.

• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.

• Data-driven mindset with a passion for operational excellence.

Language Requirements

• English – minimum C1 level (mandatory) for collaboration within an international environment and cross-functional projects.

Why Join Us?

• Play a key role in shaping customer experience and operational quality.

• Partner with business leaders to influence performance improvement initiatives.

• Gain exposure to multiple accounts, stakeholders, and business functions.

• Work in a collaborative, fast-paced, and international environment.

• Contribute to continuous improvement and transformation projects with visible business impact.

• Build your career within an organization committed to excellence, innovation, and professional growth.

Ready to Raise the Quality Bar?

If you are passionate about quality, enjoy turning insights into action, and want to make a meaningful contribution to business success, we encourage you to apply and become part of our journey toward operational excellence.

Career Growth & Personal Development

At Concentrix, we are committed to helping our people grow and succeed. Through best-in-class training programs, continuous learning opportunities, and leadership development initiatives, you'll have the support and resources needed to unlock your full potential and build a rewarding career.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and qualifications required.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.