Job Title:
Quality Evaluator with Czech and English in Brno
Job Description
The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) 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 and providing insight to customers to contribute to program performance improvements.
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Essential responsabilities
- Monitor, evaluate and / or audit 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, Operations, 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
- 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
What you can expect from us
- Full-time work
- Work from the office on a 24 hour/7 days a week shift basis
- Employee benefit points: monthly allowance 41.6 EUR
- Daily meal allowance from the employer 6.6 EUR
- Work in our new office in Brno
- Snacks at the workplace - fruit, cereals
- Teambuilding activities: summer and Christmas festivities, monthly games and competitions, wellbeing workshops and more
- Opportunity to start your career in an international environment
- Comprehensive induction training (fully paid)
- Ongoing training and upskilling programmes through Concentrix University
- Professional development programs and career navigation to support your career growth
Information about the selection procedure
- Accessibility to Brno is a prerequisite, as the work takes place in our offices
- Fluent Czech and English is a prerequisite
Personality Requirements and Skills:
- Detail-oriented.
- Ability to multi-task and meet timelines on deliverables.
- Proficient in Microsoft Office.
- Effective communication skills, both written and verbal.
- Sense of professionalism and ability to develop good relationships
- Willingness to work a flexible schedule (rotating/night shifts, weekends)
- Czech proficiency (C2 level) and English advanced (minimum B2 level
Working model : on-site
Location : Brno, Czech Republic
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
CZE Prague - Vyskocilova 1481/4 (9th floor)
Language Requirements:
Czech (Required), English (Required)
Time Type:
Full time
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