Swedish speaking Sr. Quality Evaluator

Job Title:
Swedish speaking Sr. Quality Evaluator

Job Description
We are looking for a dedicated Senior Quality Evaluator to join our team.

The Sr. Quality Evaluator Social Media 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 Swedish(C1 - C2) and English (C1) both written and verbal
• 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

Start date: ASAP

Location: Work from home in Sweden

Working hours: Fulltime (09:00-17:30)
Contract: Permanent with 6 months probation

Location:
SWE Work-at-Home

Language Requirements:
English (Required), Swedish (Required)

Time Type:
Full time
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