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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 Agent

Date Posted: 09/19/2020

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Job Description



GENERAL PURPOSE:

This position is responsible for monitoring and mentoring Customer Service Agents to ensure that the vision and business objectives are met and will coordinate, direct and ensure quality assurance programs are meeting clients and SYKES operational requirements.

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

EOE / Veteran / Disabled

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Adheres to SYKES policies on ethics and integrity.
* Provides direction on achieving specific objectives, including contributing to customer experience that promotes customer loyalty, brand recognition and revenue generation.
* Responsible for executing the Quality Performance Management Program by consistently conducting and assessing customer interactions and transactions via recordings and observations utilizing call monitoring systems.
* Coaches, develops and motivates team members to exceed all program goals, including quality and production.
* 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.
* Analyzes daily performance activities, utilizing multiple reporting systems and provide on-going performance feedback.
* Provides leadership and direction to Team Managers to streamline, integrate, and improve the internal monitoring process.
* Partners with Account Management teams in managing daily calls focusing on sales objectives.
* Monitors account performance through gathering relevant data and producing statistical reports.
* Helps drive innovation and continuous improvement in quality management and related business processes.
* Compiles daily, weekly, and monthly monitoring reports, summaries, and analyses for internal and external stakeholders.
* Provides summaries, reports, and analyses conveying a variety of information, such as types of calls received, types of issues observed., to internal stakeholders, as well as to external stakeholders, such as clients and vendor contacts.
* Reviews and validates documentation from vendors, clients, and the training department to ensure everything coordinates
* May perform other additional duties and responsibilities as assigned

Desired qualifications, skills and experience

EDUCATIONAL EXPERIENCE:

* Associates degree required and two to four years
* Quality management or call center experience in a quality role in a high volume, fast paced customer service environment; or any equivalent combination of related training/education and experience required.
* Prior people performance management/coaching/feedback experience desired.

QUALIFICATIONS:

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.

* Strong leadership skills and ability to escalate issues and motivate others for timely resolution with little or no direction.
* Excellent communication, presentation and group facilitation skills are required.
* Strong evaluation and analysis skills.
* Strong attention to detail and organizational skills.
* Microsoft Office with advanced Excel knowledge including PivotTables, Vlookup and charting.
* Ability to analyze situations and predict outcomes based on knowledge and prior experience.
* Communicate effectively with diverse audiences.
* Ability to partner with multiple operational and client managers.
* Strong interpersonal and team building skills.
* Ability to organize and present technical information in a logical and consistent manner.
* Ability to multi-task with strong attention to detail while meeting deadlines in a fast-paced environment.
* Basic understanding of Workforce Management, Scheduling and Staffing Interval requirements.

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