Job Opening: Senior Quality Evaluator Concentrix Italia is seeking an experienced Quality Analyst specialized in Quality and Training, with a background in the BFSI sector. This is a fixed-term position - a 6-month contract with Concentrix Italia. Responsibilities: Monitor and evaluate inbound and outbound calls and other customer contact methods (e.g., email, chat) to ensure accuracy and adherence to quality standards. Support the assessment of quality standards, providing insights to clients to improve program performance. Review a sample of calls, chats, and emails, meeting departmental productivity requirements, and report findings to relevant stakeholders. Participate in calibration sessions and quality audits to ensure evaluation consistency and best practices. Maintain knowledge of the program, understanding of products, services, and client strategies. Contribute to quality task forces and support documentation updates. Assist management in reviewing key factors, metrics, and operational processes to meet objectives. Requirements: Experience in Customer Service, Quality Evaluation, and Training. Knowledge of banking customer service, KWC, Anti-Money Laundering. Fluent in English. Attention to detail and strong communication skills. Proficiency in Microsoft Office. Experience with Quality Review KPIs and training materials. Willingness to work at the Vimercate location. If you meet these criteria and are interested in this opportunity, please apply now.
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