Easter Seals Jobs

Job Title:

Sr Quality Evaluator - Korean-2

Job Description

Evaluator 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, providing insight to customers to contribute to program performance improvements.

EA NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then Concentrix is just the right place for you!

As a Sr Quality Evaluator, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

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, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, 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.

WHAT YOU WILL DO IN THIS ROLE

• 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)

• 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

YOUR QUALIFICATIONS

• Associate’s degree in related field from a four-year college or university with 3-5 years of experience preferred.

• Strong attention to detail.

• Self-starter, sense of urgency and works well under pressure.

• Demonstrated ability to multi-task and meet timelines or deliverables.

• Proficient in Microsoft Office.

• Strong communication skills, both written and verbal.

• Preferably bilingual in English and Korean or Japanese

• Experience with Google tools such as Google sheets & Google mail

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you’ll also be provided with:

• Extensive benefits including 401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)

• Health and wellness programs with trained partners to help promote a healthy you

• Mentorship programs that support your rewarding career journey 

• A modern, state-of-the-art office setting with advanced technologies and a great team

• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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:

CAN Mississauga - 6725 Airport RD

Language Requirements:

Time Type:

Full time

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