Quality Analyst

About the job

Reimagine your career

Are you looking for a career change with a forward-thinking global organization? Come be part of our award-winning company driven by our people from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers". We're recognized with awards like "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We’re on the lookout for a Quality Analyst to join our team of game-changers who engage with customers from top brands that could be from tech, finance, travel, fashion, healthcare, or another leading-edge industry.

We create epic career journeys that empower our people towards greater opportunities and brighter futures. At Concentrix + Webhelp, you belong, you make a difference, and you succeed on your terms.

Career growth and personal development

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.

Plus, at Concentrix + Webhelp, there’s real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

In everything we do, we believe in doing right by and for people—our clients, their customers, our people, our community, and our planet.

As a Quality Analyst on our team, you will:

What you will do in this role

• Ensure the proper functioning of the quality control system.
• Perform recordings and evaluations of calls according to a given repository.
• Participate in the process of upgrading project quality skills through calibration and calibration sessions.
• Ensure proper application and compliance of processes.
• Monitoring agent’s calls and written interactions to assess adherence to quality standards, evaluate agent performance, and identify areas for improvement.
• Assess how agents interact with customers based on set standards.
• Give helpful feedback after reviewing calls and written interactions, highlighting strengths and areas to work on.
• Look at call center data to spot trends and areas needing improvement.
• Prepare and present reports on quality findings and suggestions to management for decision-making.
• Work closely with supervisors and others to implement quality plans and address issues.
• Make sure agents follow laws, company rules, and industry standards during calls and written interactions.
• Participate in calibration sessions with other QA team members and supervisors to ensure consistency in evaluation criteria and scoring.