A Day In The Life: Quality Evaluator for the Convergys Contact Centre

Posted 1 month ago
Jobs with Convergys

Convergys is a worldwide active service solution provider for market leaders in telephony, electronic entertainment and IT.

The company operates a state of the art contact centre in Dublin where Petya Popadiyska works as a Quality Evaluator.

She told us more about her day to day working life and why she would recommend applying for a job with Convergys.

Tell us about your job 

I am a Quality Evaluator Italian/English for Convergys Contact Centre.

I listen to Contact Centre agents’ calls and review their emails in order to make sure that we follow both the client’s and Convergys’ standards.

Working With Convergys.
Petya Popadiyska, Quality Evaluator with the Convergys Contact Centre.

Afterwards, I provide constructive feedback to the agents, reviewing agent’s strengths and areas of development if any.

I also run weekly and monthly reports on the different metrics and sharing the results with the operations team. I use this information to create action plans for improvement based on the team/agent performance.

I attend calibrations with clients which involves organising and participating in calibrations between different Convergys sites and internally with the operations team in order to make sure we are all aligned to meet the client’s requirements.

I also take part and organise training and huddles with the agents regarding new procedures and guidelines.

 How did you get your job? 

I started at Convergys as a Technical Support Associate with the Italian team in February 2016, and since then I have worked for three different clients.

In April 2017 I had the opportunity to apply for a Quality Evaluator position and I was lucky enough to be chosen for the role!

What qualifications do you have?

I have a language Diploma (Italian and Russian) and have attended university in Italy and couple of courses in Ireland.

Before working for Convergys I have participated in different courses such as “Team building”, “Effective communication with customers” etc.

Tell us about your typical day?

My day starts with a cup of coffee!

Once in the office, I review my emails for any urgent matters. Then, every day of the week is different, for instance on Monday I would spend the morning running the previous week’s reports and share them with the Operations team.

After that, I listen to calls or review emails and evaluate them on the system. Once the evaluations are done, I provide feedback to the agents.

The feedback session includes listening to the call together with the agent, discussing it together, reviewing the guidelines and, when needed, agreeing on an action plan for improvement.

In addition, during the week I attend different meetings with my manager, with the Quality and Training team and with the Operations team.

Occasionally, I attend conference calls with the client too.

What’s the best thing about your job?

Helping the agents to do their job better so that they meet their KPIs and to improve their self-esteem within the office environment.

I try to motivate the team to drive high standards and provide excellent customer service.

I love the dynamicity of my role, new challenges every day, targets to be reached and new skills to be learned.

Last but not least, the team I work with from the agents to the management.

What’s the most challenging?

When we do not hit a target for a certain week or an action plan we have taken is not showing the expected results.

As this is not something I can control directly (the agents are the ones that need to reach the targets and I can only guide them), it can be sometimes difficult when the team is not quite reaching that target yet.

However, anytime things do not work out the way I was hoping they would, I take it as a learning opportunity and analyse what we could do differently the next time.

What additional skills are needed in your role?

In addition to the people skills, some technical knowledge is necessary such as Excel and PowerPoint for instance.

Convergys has a very strong ‘Promote from Within’ philosophy and agents receive a lot of support and access to courses to learn new skills and move up in the company.

What advice would you give somebody applying for a job with your company?

Be ready to work in a busy, fast-paced environment and be open-minded to other cultures and a proactive learner!

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