Senior Quality Analyst -Bengali

Job Description

About Concentrix: Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. With a presence in more than 70 countries and a staff of more than 450,000 globally who speak 70+ languages. Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, and sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market. Visit www.concentrix.com to learn more. Senior Trainer Sr. Quality Evaluator Location: QTSC1 Building, Quang Trung Software City (C?ng vi?n ph?n m?m Quang Trung), To Ky, District 12, HCMC Time working:5 days/week, rotatingshift (having nightshift) * Language: Proficient in Bengali What you'lldo: Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contactmethods including chat and email Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, ProgramManagement and clientsto ensure scoringconsistency and best practices Participates in internal quality audits (e.g. periodic audits of existing processes to determineprocess control and efficiencies) designed to improve overall contact quality and recommend changes Maintains 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) Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) Complete phonetime to keep current on programs (as applicable) Contribute to maintaining forms and legends documents Support management focus on reviewof key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goal What you need: Having experience in QA/QC/Audit or any relevant Background in Call Center (Customer Service) is a plus English 4 skills