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Call Quality Assessor

Req #: CNX00047417
Location: Mississauga, ON CA
Job Category: CRM

Call Quality Assessor

Concentrix, Mississauga is growing and we’re looking for ambitious, customer focused staff to be part of our Call Quality Team. At Concentrix we are fanatical about our staff and clients. We are tenacious in our pursuit of excellence and of high quality service. We’re not afraid of being bold and disruptive in the marketplace and we like shaking things up. We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX. Join us and BE the Difference for the world’s best brands!


ABOUT THE ROLE

This is a dedicated Contact Centre position responsible to monitor and evaluate various contact types across multiple skill areas against established standards. Through various methods, assesses agent performance compliance and documents for management review. Output is recorded to provide formal and informal feedback. May assist in monitoring standards development through process change recommendations and act as subject matter expert. Participates regularly in calibration / assessment panel activities. This role will also be responsible for meeting the coaching mandate during new hire training.

 

MAJOR AREAS OF RESPONSIBILITY                       Percentage of Time Spent     
  • Monitoring                                                                 65%
  • Taking Calls                                                              20%
  • Quality Audits, Admin and Calibration                      15% 
From this the availability of 9% additional time for coaching during Nesting/Academy Bay.

SPECIFIC RESPONSIBILITIES

  • Conducts side by side agent monitoring according to set standards
  • Performs real time call monitoring
  • Reviews taped agent contacts
  • Conducts quality evaluations according to set standards
  • Provides qualitative report output according to established processes
  • Attends assessment panels / team meetings for ongoing standards and measurement calibration
  • Provides report output information and data for formal and informal performance related processes
  • May provide direct performance feedback to agents
 
ESSENTIAL QUALIFICATIONS
  • High school education or equivalent
  • Familiarity with Quality measurements and general processes
  • knowledge of Computer applications and MSOffice products.
  • One to three years of experience in front line call centre operations is preferred
  • Passionate about supporting a team, helping customers and delivering high quality service.
 
The Company:

Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.


Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy

 
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