Concentrix · 21 hours ago
Sr. Quality Evaluator, Onsite
USA, Lake Mary, FL
Full-time
Onsite
Mid, Senior Level
$19/hr - $19/hr
3+ years expConcentrix is a global organization known for its inclusive culture and commitment to employee development. The Sr. Quality Evaluator role involves monitoring and evaluating customer interactions to ensure adherence to quality standards while contributing to program performance improvements.
Customer ServiceInformation TechnologyOutsourcingSalesUX Design
Responsibilities
Responsible for all aspects of quality delivery on a center level
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
Reports on customer incidents and reviews customer feedback to make sure quality requirements are met
Proactively provides ideas to constantly improve the customer journey together with the other centers and the global team
Monitors the quality standards of the CS agents to ensure that we meet our quality goals and create a quality plan to increase our KPI's
Initiates, takes part in and gives feedback in projects focused on quality to empower CS agents to deliver excellent service to our customers
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
Qualification
Required
Associate's degree in related field from a four-year college or university with 3-5 years of experience preferred
Strong attention to detail
Self-starter, sense of urgency and works well under pressure
Demonstrated ability to multi-task and meet timelines of deliverables
Proficient in Microsoft Office
Strong communication skills, both written and verbal
Must reside in the United States and have a valid U.S. address for residence
Benefits
Medical, dental, and vision insurance
Comprehensive employee assistance program (EAP)
401(k) retirement plan
Paid time off and holidays
Paid training days
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
A range of other perks and benefits
Company
Concentrix
Concentrix is an IT firm that engages in software services, data analytics, enterprise technology, and digital operations.
10001+ employees
H1B Sponsorship
Concentrix has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2022 (1)
2021 (10)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2.15B2023-07-19Post Ipo Debt· $2.15B
2020-12-01IPO
2006-09-11Acquired
Leadership Team
Chris Caldwell
President and CEO
Pethachi Pichappan
Vice President Information Technology
Recent News
2026-01-22
2026-01-20
2026-01-14
Company data provided by crunchbase