Quality Analyst Customer Service - Banking Background, La SpeziaLa Spezia, ItalyJob Description: Senior Quality Evaluator at Concentrix, VimercateConcentrix Italia is seeking an experienced Quality Analyst with a background in BFSI Quality and Training. This is a fixed-term position - 6 months contract with Concentrix Italia.Role Responsibilities:The Senior Quality Evaluator is responsible for monitoring and assessing inbound and/or outbound calls and other customer contact methods (e.g., email, chat) to ensure accuracy and adherence to established quality standards. This role supports quality assessment outputs by providing insights to clients to help improve performance.Monitor, evaluate, and control a sample 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, emails evaluated) and report evaluation results to relevant stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).Participate in calibration/listening sessions with Quality staff, Delivery, and clients to ensure evaluation consistency and best practices.Participate in internal quality audits (e.g., periodic process audits to determine control and efficiency) aimed at improving overall contact quality and recommend changes.Maintain a solid understanding of the program; basic knowledge of the client's products, services, and strategies.Engage in quality task forces with business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to stay updated on programs (if applicable).Contribute to maintaining document forms and legends.Assist management in reviewing key factors, metrics, and operational processes (including Training) that drive Balanced Scorecards and profitability goals.Required Experience:Experience in Customer Service, Quality Evaluation, and Training.Knowledge of banking customer service sector - KWC - Anti-Money Laundering.Fluent in English.Strong attention to detail and communication skills.Proficient in Microsoft Office.Experience with Quality Review KPIs - Training Materials.Willingness to work at the Vimercate location.
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