Concentrix Daksh Services India Private Limited

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the worlds best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience in over 70 languages and help companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; energy and public sector; media and communications; retail and e-commerce; travel and transportation. We are Different by Design. Visit www.concentrix.com to learn more

Sr. Quality Evaluator


Role: Quality Analyst - Voice

Job Description:
To provide product and process training for recruits and retrain existing CSRs requiring it.

Key Responsibilities

  • High performance delivery on all quality parameters.
  • Audit interactions on Product/process, Communication and soft skills parameters.
  • Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
  • Data analysis and creating designated reports and presentations.
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach.
  • Communicate to heighten awareness and focus on importance of positive customer experience.
  • Make recommendations and drive improvement.
  • Reduce the learning curve and help enhance product/process knowledge of new team members.
  • Ensure that internal policies, procedures, and compliance regulations are being followed.
  • Customer/Client Interactions.
  • Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
  • Prepare TNA, publish and execute for 100% closure.
  • Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills

  • Ability to work under pressure.
  • Understanding of the Audit & Coaching processes.
  • Excellent writing and comprehension skills.
  • Extremely good verbal & written communication skills.
  • Technical knowledge of English & Hindi communication - sentence construction, grammar, punctuation etc.
  • Ability to observe, analyze and give constructive feedback.
  • Presentation, Feedback & Coaching skills.
  • Hands on experience in MS-Office; preferably in MS-Excel and Power Point.
  • Customer orientation.
  • Customer Service Attitude.
  • Effective problem-solving skills.
  • Highly energetic & enthusiastic.
  • Interpersonal skills and Teamwork.
  • Analytical and Quantitative skills.
  • Data Handling / data interpretation.
  • Process orientation & structured thinking.
  • Willingness to work in a 24/7 shift environment (Day and Night Shifts - Rotational) with no fixed week offs. Flexibility to work on weekly offs when required

Qualification: Graduation

Industry: Call Center/BPO/KPO/ITES

Functional Area: ITES/BPO/KPO/Customer Service

Experience: 1 plus year as a Quality Analyst

Location: Mumbai (Bombay) (Maharashtra, India), Navi Mumbai (New Mumbai) (Maharashtra, India), Thane (Maharashtra, India)

Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Kindly send your updated resume with below details if interested.
Name :
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Nikita Sawant, Lead, Human Resources
Website: www.concentrix.com
Job Ad publication date: 14 Sep 2020