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Quality Assurance Leader I in Fayetteville, NC at SYKES JOBS

Date Posted: 1/31/2019

Job Snapshot

Job Description

GENERAL PURPOSE:
This position coordinates and ensures quality assurance programs are meeting respective client/s and SYKES operational requirements. Responsible for a team across multiple clients and lines of business that will monitor calls to ensure all required standards of quality, proper customer treatment, and policies are handled correctly by SYKES employees.




ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Adheres to SYKES policies on ethics and integrity.
  • Manages Client interaction for LOB Quality Program.
  • Carries out company policies and enforces adherence to these policies.
  • Coaches, develops and motivates team members to exceed all program goals, including quality and production.
  • Administers effective quality calibrations and testing techniques to assess employee’s performance.
  • Partners with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives.
  • Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring.
  • Analyzes the quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations.
  • Controls all elements of areas of responsibility by developing or implementing standardized, client quality management policy/procedure, monitoring performance, developing/reviewing metrics, assessing/prioritizing gaps, and reporting results to senior management, client, and other key personnel.
  • Manages employee issues including performance improvement plans, corrective action and up to termination of employment.
  • Evaluate the effectiveness and relevance of quality scoring forms and make appropriate changes or recommendation of changes to client(s).
  • Effectively communicate program changes to team/s daily.
  • Tracks, reports and manages quality monitoring across the site:
  • Works proactively with other departments to resolve issues in a timely manner, willing to own issues and mistakes, and escalate as needed to see it through to resolution while minimizing the impact on daily operations.
  • Ensures client quality contractual and compliance requirements are met.
  • May perform other additional duties and responsibilities as assigned.

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