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.

COPC Quality Manager

Date Posted: 02/10/2021

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Job Description

At Sykes we help people one caring interaction at a time - that includes you! As a COPC Quality Manager, you'll implement and maintain quality across the team according to COPC 6.0 Standards to ensure our agents deliver an excellent customer experience as they resolve customers' questions using their familiarity with iOS and/or macOS, or comparable technology. You'll support account operations and ensure the high accuracy and quality standards are achieved. This highly sought-after role is in our soon-to-be remodeled, state of the art Langhorne, PA facility.

Required qualifications, skills and experience

What you'll do:

* Develop, maintain and document best practice methods and process according to client-specific needs

* Act as an expert advisor to the operations, account management, team leads and the training department. You'll identify training deficiencies, operations trends, gaps, and additional needs, through call monitoring.

* Serve as a champion for quality culture within the organization.

* Ensure agents are adhering to policies and procedures

* Deliver feedback regarding customer interactions to all levels of the organization

Desired qualifications, skills and experience

Education and Qualifications

* Bachelor's degree Required

* 5 + years' experience in management in corporate or customer support environment required

* Expert in quality systems including COPS or ISO

* Quality management experience, call center environment preferred

* Knowledge of one or all the following: Value Stream mapping (VSM), flowcharts, SIPOC, High-Level Process Map (HLPM), Responsibility assignment matrix (RACI), or Control Charts

* Advanced knowledge of iOS technology

* Excellent Excel skills


SYKES is part of a global company with more than 55,000 employees serving major brands you love. Every time we help people answer a question, solve a problem, or find a solution we create a meaningful connection and job fulfillment. Our teams become friends and are part of our family. Answer the call! Apply now to start your journey to an exciting career with SYKES!

EEO statement

EOE / Veteran / Disabled

Hiring Group

Site Non-Agent

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