Quality Analyst

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 expectations.

Skills required:

Cognitive & analytical – Strong logical reasoning, ability to break problems step by step, pattern recognition

RCA understanding – exposure to “5 why” technique, fishbone, six sigma concepts etc.

Policy interpretation - ability to understand guidelines & handle edge cases, consistency in judgement

Communication – Clear, structured explanation of decisions, ability to simplify the explanation of all the reasoning, attention to detail

Key responsibilities:

• Audit decisions made by both human reviewers and ML systems

• Identify incorrect decisions and explain the root cause clearly

• Distinguish between:

• Policy gaps

• Training gaps

• Tool/system issues

• Create structured RCA reports with clear reasoning

• Identify recurring trends and patterns in errors

• Support calibrations and align with Google-defined ground truth

• Provide simple, actionable recommendations to improve quality

• Ensure high accuracy and consistency across reviews

Education: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'