Sr. Quality Evaluator, Content Moderator- Onsite

📌 Core Information

🔹 Job Title: Sr. Quality Evaluator, Content Moderator - Onsite

🔹 Company: Concentrix

🔹 Location: CAN Mississauga - 6725 Airport RD

🔹 Job Type: Full-time

🔹 Category: Customer Service

🔹 Date Posted: 2025-07-29

🔹 Experience Level: Entry-level (0-2 years)

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Monitoring and evaluating customer interactions across various channels
• Ensuring adherence to quality standards and providing insights for program improvements
• Collaborating with cross-functional teams to maintain scoring consistency and best practices
• Contributing to internal quality audits and task forces

ASSUMPTION: This role requires strong attention to detail, excellent communication skills, and the ability to work independently and as part of a team.

📋 Key Responsibilities

✅ Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email

✅ Report results of evaluations to appropriate Business stakeholders

✅ Participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices

✅ Participate in internal quality audits designed to improve overall contact quality and recommend changes

✅ Maintain strong program knowledge base; basic understanding of client products, services, and/or program strategies

✅ Meet departmental productivity requirements

✅ Complete phone time to keep current on programs (as applicable)

✅ Contribute to maintaining forms and legends documents

✅ Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

ASSUMPTION: The role may involve listening to sensitive customer interactions, requiring a high level of professionalism and discretion.

🎯 Required Qualifications

Education: High school diploma or equivalent

Experience: 6+ months in the program preferred

Required Skills:

• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
• Fluency in Korean and training in Korean Legal Policy

Preferred Skills:

• Previous experience in quality evaluation or a related field

ASSUMPTION: While a degree is not required, candidates with relevant experience or certifications may be given preference.

💰 Compensation & Benefits

Salary Range: $17 - $18 hourly, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.

Benefits:

• Medical, dental, and vision insurance
• Employee assistance program (EAP)
• Registered retirement savings plan
• Paid time off and holidays
• Paid training days
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities
• Health and wellness programs
• Mentorship programs
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
• A range of other perks and benefits

Working Hours: Full-time, with a standard workweek of 40 hours

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and may vary depending on the candidate's qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: Concentrix is a global technology and services leader that powers the world’s best brands, today and into the future. They specialize in customer experience and technology services.

Company Size: Concentrix has 10,001+ employees globally, providing a large and diverse work environment.

Founded: The company was founded in 1982 and has since grown to become a leading global provider of customer experience and technology services.

Company Description:

• Human-centered, tech-powered, intelligence-fueled
• Designs, builds, and runs fully integrated, end-to-end solutions at speed and scale across the entire enterprise
• Serves a wide range of industries, including technology, healthcare, retail, finance, and more

Company Specialties:

• Technical Support
• Sales and Marketing
• Outsourcing
• Call Centers
• Customer Experience

Company Website: http://www.concentrix.com

ASSUMPTION: Concentrix is a well-established company with a strong global presence, offering numerous opportunities for career growth and development.

📊 Role Analysis

Career Level: This role is an entry-level position, offering a great starting point for a career in quality evaluation and customer experience.

Reporting Structure: The Sr. Quality Evaluator reports directly to the Quality Leadership team and works closely with Operations, Program Management, and clients.

Work Arrangement: This is an on-site role, requiring employees to work from the Concentrix office in Mississauga, Canada.

Growth Opportunities:

• Advancement to leadership or management roles within the Quality department
• Transition to other roles within Concentrix, such as Operations, Program Management, or Client Management
• Professional development through Concentrix's Learning and Leadership Development programs

ASSUMPTION: With the right skills and dedication, there are ample opportunities for career growth and advancement within Concentrix.

🌍 Location & Work Environment

Office Type: Modern, state-of-the-art office setting with advanced technologies

Office Location(s): CAN Mississauga - 6725 Airport RD

Geographic Context:

• Mississauga is a large city in the Greater Toronto Area, offering a diverse range of amenities and attractions
• The office is conveniently located near highways and public transportation
• The area has a mix of urban and suburban environments, with plenty of green spaces and parks

Work Schedule: Full-time, with a standard workweek of 40 hours. The role may require working shifts that align with customer contact hours.

ASSUMPTION: The work environment at Concentrix is dynamic and fast-paced, with a strong focus on teamwork and collaboration.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the hiring manager
• In-depth interview with the Quality Leadership team
• Background check and onboarding

Key Assessment Areas:

• Communication skills and language proficiency
• Attention to detail and analytical skills
• Cultural fit and alignment with Concentrix values
• Problem-solving abilities and adaptability

Application Tips:

• Highlight relevant experience and skills in your resume, focusing on communication, attention to detail, and customer service
• Prepare for behavioral and situational interview questions that focus on problem-solving, teamwork, and adaptability
• Demonstrate your enthusiasm for the role and your commitment to customer experience

ATS Keywords: Quality evaluation, customer experience, communication skills, attention to detail, Korean language, Korean Legal Policy

ASSUMPTION: The interview process at Concentrix is thorough and designed to assess the candidate's fit for the role and the company culture.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Quality evaluation software and tools
• Customer relationship management (CRM) systems

ASSUMPTION: The specific tools and technologies used may vary depending on the client and the program being supported.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Agile
• Inclusive

Work Style:

• Fast-paced and dynamic
• Team-oriented and collaborative
• Adaptable and flexible
• Focused on continuous improvement

Self-Assessment Questions:

• Do you have strong communication skills and the ability to work effectively with diverse teams?
• Are you detail-oriented and able to maintain focus on tasks for extended periods?
• Are you comfortable working in a fast-paced, dynamic environment and adapting to change?

ASSUMPTION: Concentrix values a diverse and inclusive work environment, where employees are encouraged to bring their unique perspectives and experiences to the table.

⚠️ Potential Challenges

• Handling sensitive customer interactions and maintaining professionalism at all times
• Meeting productivity requirements and maintaining a high level of accuracy
• Adapting to a fast-paced, dynamic work environment
• Working shifts that align with customer contact hours, which may include evenings, weekends, or holidays

ASSUMPTION: With the right skills, attitude, and commitment, these challenges can be overcome and turned into opportunities for growth and success.

📈 Similar Roles Comparison

• Quality Assurance Specialist
• Customer Experience Specialist
• Content Moderator

ASSUMPTION: While these roles share some similarities, the Sr. Quality Evaluator role at Concentrix is unique in its focus on quality evaluation and continuous improvement.

📝 Sample Projects

• Evaluating a sample of customer interactions to identify trends and areas for improvement
• Participating in a cross-functional task force to develop and implement process improvements
• Conducting an internal quality audit to assess process control and efficiencies

ASSUMPTION: These sample projects are designed to give candidates a sense of the types of tasks and responsibilities they may encounter in the role.

❓ Key Questions to Ask During Interview

• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does this role contribute to the overall success of the Quality department and the company?
• What opportunities are there for professional development and growth within the Quality department and the company as a whole?
• How does Concentrix support work-life balance for its employees?
• What is the typical career path for someone in this role?

ASSUMPTION: These questions are designed to help candidates better understand the role, the company, and the opportunities for growth and development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Concentrix careers portal
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare for the interview by researching Concentrix and practicing common interview questions
• Follow up with the hiring manager after the interview to express your interest in the role
• If selected, complete the onboarding process and attend any required training sessions

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.