Flex QA Agent - Boise, ID - SYKES JOBS

Date de Publication: 1/4/2020

Résumé de l'offre

Description de l'offre

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.


  • 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.

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