Sr. Quality Evaluator

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious and progressive organizations to improve customer experience drive business outcomes and stay ahead of changing customer expectations.

• Role: Sr. Quality Evaluator

• Designation: Sr. Quality Analyst

• Location: Hyderabad

• Experience: 2 Years

• CTC: 8.5 – 9 LPA

We are looking for a Sr. Quality Analyst with strong analytical and problem-solving skills. The role involves reviewing decisions made by human reviewers and machine-learning (ML) systems identifying errors understanding their root causes and providing clear recommendations to improve overall quality and accuracy.

The ideal candidate should be comfortable working with policies and guidelines analyzing complex cases identifying patterns and explaining decisions in a clear and structured manner.

• Audit and evaluate decisions made by human reviewers and ML systems.

• Identify incorrect decisions and clearly explain the reason and root cause.

• Analyze errors and determine whether they are related to:

  • Policy gaps

  • Training gaps

  • Tool/System issues

• Prepare structured Root Cause Analysis (RCA) reports with clear reasoning and findings.

• Identify recurring errors trends and patterns from quality reviews.

• Participate in quality calibration sessions and ensure alignment with defined ground-truth standards.

• Provide simple and actionable recommendations to improve quality and accuracy.

• Maintain a high level of accuracy consistency and attention to detail across all reviews.

• Handle complex or edge cases by correctly interpreting applicable policies and guidelines.

1. Cognitive & Analytical Skills

• Strong logical reasoning and analytical thinking.

• Ability to break complex problems into smaller steps.

• Strong pattern-recognition and problem-solving ability.

2. Root Cause Analysis (RCA)

• Understanding of RCA concepts and methodologies.

• Exposure to techniques such as:

  • 5 Whys

  • Fishbone Analysis

  • Six Sigma concepts

3. Policy Interpretation

• Ability to understand and apply detailed policies and guidelines.

• Ability to handle complex and exceptional cases.

• Consistent decision-making based on defined guidelines.

4. Communication Skills

• Ability to explain decisions clearly and logically.

• Strong written and verbal communication skills.

• Ability to simplify complex reasoning and communicate findings effectively.

5. Attention to Detail

• Strong focus on accuracy and consistency.

• Ability to identify small errors and inconsistencies during reviews.