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QA Analyst I

Date Posted: 05/10/2021

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Job Description

Job Title: Quality Analyst IJob Code: 11007Job Family: Training and QualityLast updated: 06/01/2017GENERAL PURPOSE:This position is responsible for monitoring and mentoring CustomerService Agents to ensure that the vision and business objectives are metand will coordinate, direct and ensure quality assurance programs aremeeting clients and SYKES operational requirements.ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Adheres to SYKES policies on ethics and integrity.

• Provides direction on achieving specific objectives, includingcontributing to customer experience that promotes customer loyalty,brand recognition and revenue generation.

• Responsible for executing the Quality Performance ManagementProgram by consistently conducting and assessing customer interactionsand transactions via recordings and observations utilizing callmonitoring systems.

• Coaches, develops and motivates team members to exceed allprogram goals, including quality and production.

• Acts as a resource and advisor to the training dept., throughidentifying training deficiencies, trends, gaps and additional needs,through performing various forms of call monitoring.

• Analyzes the quality gaps, identifies needs affecting productionperformance, and formulates appropriate recommendations.

• Analyzes daily performance activities, utilizing multiplereporting 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 callsfocusing on sales objectives.

• Monitors account performance through gathering relevant data andproducing statistical reports.

• Helps drive innovation and continuous improvement in qualitymanagement 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 ofinformation, such as types of calls received, types of issues observed,etc., to internal stakeholders, as well as to external stakeholders,such as clients and vendor contacts.

• Reviews and validates documentation from vendors, clients, andthe training department to ensure everything coordinate

• May perform other additional duties and responsibilities asassignedSUPERVISORY RESPONSIBILITIES: None Yes (See "General Management Duties andResponsibilities" addendum)EDUCATION and/or EXPERIENCE:Associates degree required and two to four years' quality management orcall center experience in a quality role in a high volume, fast pacedcustomer service environment; or any equivalent combination of relatedtraining/education and experience required. Prior people performancemanagement/coaching/feedback experience desired.QUALIFICATIONS:To perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.

• Strong leadership skills and ability to escalate issues andmotivate others for timely resolution with little or no direction.

• Excellent communication, presentation and group facilitationskills 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 onknowledge 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 alogical and consistent manner.

• Ability to multi-task with strong attention to detail whilemeeting deadlines in a fast-paced environment.

• Basic understanding of Workforce Management, Scheduling andStaffing Interval requirements.PHYSICAL DEMANDS:The physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to speak and/or listen. The employee frequently is required tosit. The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employeemay occasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, and ability toadjust focus.COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. SYKES is proud to be an equal employment opportunity employer.SYKES is committed to selecting, developing, and rewarding the bestperson for the job based on the requirements of the work to be performedand without regard to race, age, color, religion, sex, national origin,ancestry, citizenship, disability/handicap, marital status, veteranstatus, sexual orientation, pregnancy, genetic information, genderidentity and expression, or any other basis protected by federal, stateor local law. EEO.DISCLAIMER:The preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position.

Required qualifications, skills and experience


Desired qualifications, skills and experience



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.

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