Specialist, Quality


Specialist, Quality

The Quality Specialist role supporting the Escalations Desk business is responsible for reviewing targeted requests sent to us to identify challenges within the experience trajectory of our client’s customer interactions, including their contacts with Sales, Escalations Desk, and other cross functional partners within the client’s organization. In addition, the position is responsible for assessing our overall adherence to processes and policies as well as providing insight to our clients and suggesting actions identified through root case analysis to correct identified defects.

The main objectives to be accomplished by this position are:

- Identify root causes of actions taken during the client experience journey.

- Define root causes for poor support experiences based on feedback provided.

- Uncover opportunities utilizing existing root cause analysis framework that relate to agent driven and client driven opportunities.

- Increasing transparency via closed loop feedback processes that emphasize candid and timely communication with the original case submitter.

- Continuous improvement of the program by suggesting and implementing recommended actions and process changes to gain more efficiency for highly sensitive cases or gaps that may be hindering our client’s customer experience.

In addition to the main objectives of the role listed above, successful candidates are also expected to perform the following responsibilities:

· Facilitation of internal or external calibration sessions to ensure proper alignment with client expectations.

· Maintain strong program knowledge by completing agent level responsibilities as needed, as well as remaining up-to-date on all program specific training.

· Participate in quality task forces with key business stakeholders such as clients and internal stakeholders from Quality, Operations, Account Management, and Training.

· Creation and maintenance of reporting and PowerPoints showcasing work completed.

· Meet departmental productivity requirements.

Candidate Profile

· 2 to 3 years of Audit, Compliance Reviews experience focusing on CX operations 

· Exceptional communication skills, both written and verbal.

· Proficiency with Microsoft Office programs, with an emphasis on Excel.

· Ability to multi-task and meet timelines on deliverables with little to no supervision.

· Detail oriented with strong time management skills.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.