Job Title:
Sr. Quality Evaluator
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectationAbout the Process
We are hiring for one of the fastest-growing FinTech platforms in the United States. The organization offers a wide range of digital financial services through a mobile-first platform, enabling customers to send and receive money, make payments, invest, and access lending solutions. The role requires a solid focus on quality assurance, customer experience enhancement, process compliance, and performance improvement.
Position Summary
The Sr. Quality Evaluator will be responsible for monitoring and evaluating customer interactions across voice and chat channels, ensuring adherence to quality standards, compliance requirements, and customer experience expectations. The role requires strong analytical capabilities,



coaching expertise, data interpretation skills, and the ability to drive continuous improvement through actionable feedback and reporting.
Key Responsibilities
- Conduct quality audits for customer interactions across voice and chat channels.
- Evaluate performance on product knowledge, process adherence, communication skills, and customer handling.
- Deliver structured and actionable feedback to improve agent performance and quality scores.
- Analyze quality trends and identify opportunities for process improvement.
- Prepare and publish quality reports, dashboards, and presentations for stakeholders.
- Participate in calibration sessions to maintain scoring consistency and audit accuracy.
- Collaborate with Operations, Training, and Business teams to improve overall customer experience.
- Drive quality improvement initiatives and recommend corrective actions based on audit findings.
- Support onboard

📌 Sr. Quality Evaluator (Gurugram)
🏢 Concentrix
📍 Gurugram