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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.

Flex QA Agent - Home Security

Date Posted: 11/19/2020

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Job Description



SUMMARY

This position has dual responsibilities as QA and a Customer Service Agent role. This role supports business needs requiring high flexibility to manage phones and support operations. Once quality responsibilities are completed, the Flex QA Agent will be required to return to the duties and responsibilities of an agent. On a monthly basis a minimum of 20% of time will be in the capacity of a Customer Service Agent; time spent in each function will be determined on a regular basis.

QA responsibilities includes monitoring the telephone interactions of all employees. Customer Service Agent responsibilities includes providing customers and end users with customer, product and/or technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Adherence to SYKES policies on ethics and integrity.
* QA Responsibilities:
* Coordinates the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.
* 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 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 individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage.
* Compiles monitoring reports.
* Customer Agent Responsibilities:
* Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes' clients.
* Determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution.
* Maintains proficiency in programs, products and/or platforms assigned.
* Maintains pertinent paperwork and records through data entry.
* Communicates with co-workers to research problem and find solution.
* May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
* Communicates with team manager, team members and other teams regarding problems, solutions and trends.
* Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
* May perform other additional duties and responsibilities as assigned.

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

EDUCATION and/or EXPERIENCE

* High school diploma or equivalent, or current student status required. Post high school education preferred. Minimum of four months with SYKES or SYKES Home/Virtual Region with top agent performance required. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* 90% schedule adherence on current program is required
* Must meet/exceed current program metric performance and attendance standards for the previous 6 months and not be on any type of performance management planning but not limited to AHT, DPC, CSAT, Transfers)
* 12 month commitment as a Flex QA Agent before applying for another position
* Computer skills- knowledge of Excel, Word, Microsoft Office, Windows, Typing (40wpm).
* Abilities- Confidentiality, good verbal and written skills, ability to teach in adult education, ability to define problems, collect data, establish facts recommend corrective approaches, and perform coaching sessions to maintain or exceed targeted quality levels.

COMMUNICATION SKILLS:

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 general public.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS:

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/or 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.

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