Sr. Quality Evaluator (fmd) Social Media Sales Swedish

Job Title:

Job Description

The Sr. Quality Evaluator 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 the Social Media Sales account

• Strong communication skills in Swedish (C1 - C2) and English (C1) both written and verbal

• Open to work from home within Sweden

• 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

Your Benefits

• A job with the opportunity to take on responsibility and show a high level of creativity in an international environment

• The diversity and stability of working for a global leader

• A permanent position

• Access to our internal training and career opportunities

• Access to our stock purchase program

• A company pension plan

• Online shopping discounts

• Sponsored membership of the Urban Sports Club

• Access to our Employee Assist Program which offers you confidential support from professionals anywhere anytime even for your loved ones

• Get involved in your favorite topic in our Game Changer Resource Groups: Network of Women Black Professionals Network PRIDE (LGBTQ) Ability (people with disabilities) Dynamic (people with neurodiversity) Women in Tech #OneEarthConcentrix and many more

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