Job Title:
Sr. Quality Evaluator (f/m/d) Social Media Sales - Polish
Job Description
The Sr. Quality Evaluator Sales 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.
Your tasks:
- 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
- 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)
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Your profile:
- For internal applicants: A minimum of 9 months of work experience within Concentrix in either the CS or the Sales account (Multilingual with Sales account experience of at least 9 months preferred)
- Strong communication skills in Polish (C1 - C2) and English (C1) both written and verbal
- Ability to work on-site in Berlin (mandatory)
- 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
Your benefits:
Access to our internal training and career opportunities
Access to our stock purchase program
A company pension plan
Online shopping discounts
Sponsored membership of the Urban Sports Club
Access to our Employee Assist Program which offers you confidential support from professionals, anywhere, anytime, even for your loved ones
Get involved in your favorite topic in our Game Changer Resource Groups: Network of Women, Black Professionals Network, PRIDE (LGBTQ+), Ability (people with disabilities), Dynamic (people with neurodiversity), Women in Tech, #OneEarthConcentrix, and many more
Advice for internal candidates:
*** If the requirements match your profile, please apply directly in Workday with your letter of motivation AND either upload your current CV OR update your career profile in Workday (both should reflect your current position at CNX). If these formal requirements are not fulfilled, you will not be considered for this vacancy. ***
#CNXEMEA
#EMEACNX
Location:
DEU Berlin - 10 East Building
Language Requirements:
English (Required), Polish (Required)
Time Type:
Full time
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