The posting
Experience the power of a game-changing career
Are you passionate about quality, coaching and customer experience? Do you enjoy working with data, supporting teams and finding opportunities to improve performance?
At Concentrix, we are looking for a Quality Evaluator & Coach to join our team and play a key role in monitoring quality, coaching agents and supporting daily operations.
In this role, you will combine quality evaluation, performance coaching, reporting and operational support, working closely with agents, team leaders and client stakeholders.
What you will do in this role
- Monitor and manage Back Office emails, Moreshop and Trustpilot activities.
- Create and maintain Back Office schedules.
- Participate in weekly, bi-weekly and monthly operational and sales meetings.
- Prepare and present monthly performance data to clients and stakeholders.
- Conduct call calibration sessions every 8 weeks, reviewing four calls per agent.
- Perform monthly quality controls for Back Office and Moreshop emails.
- Conduct monthly coaching sessions with agents based on quality evaluations.
- Set and follow up on individual performance goals, identifying areas for improvement.
- Review daily unpaid digital sales reports and update the Callback List.
- Provide training and ongoing support to new agents.
- Keep Humany updated based on the client's weekly magazine stock report.
- Support daily operations by handling calls, emails and Back Office activities, including Moreshop, Intrum and social media.
Around 65% of the role will involve hands-on operational support, keeping you closely connected to the customer experience and day-to-day needs of the team.
Your qualifications
- Are proficient or bilingual in Danish and English
- Experience in quality monitoring, coaching, customer service or contact center operations.
- Strong communication, coaching and stakeholder-management skills.
- Excellent organisational, planning and time-management skills.
- Strong analytical skills with the ability to interpret KPIs, sales results, quality scores and operational data.
- Proficiency in Microsoft Excel, including formulas, filters, pivot tables and basic data analysis/reporting.
- Experience working with CRM, ticketing or customer service management systems.
- Ability to create, maintain and analyse operational reports and performance trackers.
- Familiarity with quality monitoring and call calibration processes.
- Ability to work confidently across multiple platforms and systems.
- Good understanding of data accuracy, documentation and reporting procedures.
- Ability to troubleshoot basic system or access issues and escalate technical problems when necessary.
- Experience with workforce scheduling and resource planning is an advantage.
- Ability to quickly learn and adapt to new systems, digital tools and operational processes.
What's in it for you?
- Full-time position: 39 hours per week, Monday to Friday from 9:00 to 17:00
- Base salary of 24.600 euros gross/year plus up to 3.600 euros gross/year in bo
nus
- Training and development opportunities to help you grow your career.
- Multicultural and dynamic work environment with colleagues from around the world.
- Career growth opportunities within Concentrix.
- Employee discounts on a wide range of products and services.
- Wellbeing initiatives and access to resources to support your physical and mental health.
- Modern office environment in Benalmadena with a collaborative and supportive culture.
Experience the best version of you
At Concentrix, we believe that our people are at the heart of everything we do. We create an environment where you can develop your skills, take on new challenges and grow your career.
If you're ready to make an impact through quality, coaching and continuous improvement, we'd love to hear from you!
Apply now and join Concentrix!
