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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

QA Representative

Date Posted: 03/21/2020

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Job Description



The position is responsible for monitoring the telephone interactions of all employees. The Quality Assurance Representative will also be responsible for the coaching and development of all the representatives they monitor. This responsibility includes coordinating the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information. Additionally, the position is responsible for partnering 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.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: 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.

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Acts as a resource and advisor to account and team through various forms of call monitoring to insure that agents are adhering to policies and procedures when meeting customers needs and requirements.
* 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.
* Acts as a resource and advisor to individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage.
* The Quality Technician has frequent communications with the Training dept., Team Managers, and Account Managers.
* Compiles daily, weekly and monthly monitoring reports.
* Flexibility- Days, evenings, weekends. Shifts will vary.

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE

* AA degree preferred, or One- or two-years related experience and/or training; or equivalent combination of education and experience.
* Call center experience required. Prior people performance management/coaching/feedback experience desired.
* Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations.
* Ability to write reports, business correspondence, and procedure manuals.
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

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