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Req #: CNX00048931
Location: Warren, MI US
Job Category: Agents

TITLE:   BBWC Call Performance Analyst  




START DATEJanuary 15, 2017


STATUS: Full -Time/Non Exempt



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!


Career Description/Summary:

  • 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
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