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Quality Assurance Leader I in Fayetteville, NC at SYKES JOBS

Date Posted: 1/31/2019

Job Snapshot

Job Description

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.


  • 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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