Senior Quality Analyst / Evaluator - Banking backgroundJob DescriptionConcentrix Italy is looking for a strong Quality and Training experienced Analyst with a background in BFSI. This role is a fixed-term contract for 6 months with Concentrix Italy - Vimercate.The Sr. Quality 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 involves assessing quality standards, providing insights to improve program performance.Monitor, evaluate, and audit a sample of inbound/outbound calls and other contact methods, including chat and email.Meet departmental productivity requirements (e.g., number of calls monitored per month, emails evaluated) and report results to relevant stakeholders (Quality Leadership, Delivery Team, Client, Account Management, Resource Unit partners).Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.Participate in internal quality audits to improve contact quality and recommend process improvements.Maintain strong program knowledge, including understanding client products, services, and strategies.Contribute to quality task forces with Business stakeholders and stay current on programs.Assist in maintaining forms and legends documents.Support management in reviewing key metrics and operational processes that influence Balanced Scorecards and profitability goals.Your Experience :Experience in Customer Service, Quality Evaluation, and Training.Knowledge of the Banking customer service sector, including KWC and Anti-Money Laundering (Antiriciclaggio).Strong attention to detail and communication skills.Proficiency in Microsoft Office.Experience with Quality Review KPIs and training materials.Willing to work at the Vimercate site.Location :Language Requirements :Time Type :If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.J-18808-Ljbffr
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