Integrity Analyst in DeLand, FL at Sykes

Date Posted: 3/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    DeLand, FL
  • Date Posted:

Job Description







This position will collect, analyze, audit, analyze key Integrity Metrics, data and trends to proactively communicate critical information to management.


  • Adherence to SYKES policies on ethics and integrity.
    Ø Extract, combine and analyze data from multiple data sources, expert data collection, data cleaning, data roll up.
    Ø Maintain data integrity during extraction, manipulation, processing and analysis
    Ø Identifies Outliers and knows/assumes possible root causes
    Ø Proactively communicate critical information to management.
    Ø Coordinate with Operations, Quality and Training to know and determine qualitative trends
    Ø Coordinate with OMD and WFM regarding quantitative data interpretation and extraction
    Ø Analyze, evaluate and validate the accuracy of sales validation and procedures to make recommendations
    Ø Create, develop, implement and evaluate new methods for improving process efficiency, quality, risk management and profitability.
    Ø Demonstrate advanced understanding of business processes, change management, organizational structure and risk management.
    Ø Ensure compliance to set processes of Integrity Team
    Ø Prepare detailed presentations to support findings and present to all levels. Creates chart presentations and provides statistical analysis and summaries.
    Ø Analyze and recommend changes to current Integrity Process when applicable
    Ø Able to design or redesign processes to meet the needs of the business
    Ø Participate and support SYKES Global Initiative on Continuous Process Improvement and Fraud Early Detection.
    Ø Uphold confidentiality of Hotlist and Outlier Management Process
    Ø May perform other additional duties and responsibilities as assigned.




Associates degree required, two plus years call center experience required, with a heavy focus on analytics, reporting and auditing.


Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Knowledgeable about Sales and Call Listening tools 
    Ø Ability to detect fraud through Call Listening Process and Sales Validation Report
    Ø Ability to create a Business Case and make recommendations from data analyzed
    Ø Ability to determine business trend/s from historical data 
    Ø Knowledgeable in Excel (Box plot, Standard Deviation, VLOOKUP, Correlation, Median etc.)
    Ø Strong editing skills – proof and edit completed work, in either hard copy or electronic format.
    Ø Ability to manage to performance metrics.
    Ø Ability to effectively calculate risk taking.
    Ø Must possess excellent verbal, written, and presentation communication skills.
    Ø Excellent attention to detail.
    Ø Ability to multi task. 
    Ø Ability to work independently while adhering to project deadlines.
    Ø Demonstrated ability to combine technical expertise with technical communication skills.
    Ø Must be flexible and adaptable to changing business needs.
    Ø Must possess excellent judgment/problem solving skills. 
    Ø Must be able to analyze and assess business problems.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.


Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.


The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.



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