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Quality Assurance Rep in Sumter, SC at SYKES JOBS

Date Posted: 4/29/2019

Job Snapshot

Job Description

SUMMARYThe position is responsible for monitoring the telephone interactions ofall employees. The Quality Assurance Representative will also beresponsible for the coaching and development of all the representativesthey monitor. This responsibility includes coordinating the voiceinteraction with the data from the servicing system to ensure that thecustomer receives timely, accurate, and complete information.Additionally the position is responsible for partnering with theappropriate department managers to deliver feedback regarding thecustomer interaction, including opportunities for improvement as well asproviding direct feedback to the representatives.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Otherduties may be assigned.? Acts as a resource and advisor to account and team throughvarious forms of call monitoring to insure that agents are adhering topolicies and procedures when meeting customers? needs and requirements.? 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.? Acts as a resource and advisor to individual agents, byperforming individual coaching to agents to insure correction andprevent quality slippage.? The Quality Technician has frequent communications with theTraining dept., Team Managers, and Account Managers.? Compiles daily, weekly and monthly monitoring reports.QUALIFICATIONSTo 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.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.? 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, collectdata, establish facts recommend corrective approaches, and performcoaching sessions to maintain or exceed targeted quality levels.? Flexibility- Days, evenings, weekends. Shifts will vary.EDUCATION and/or EXPERIENCE? AA degree preferred. One or two years related experience and/ortraining; or equivalent combination of education and experience. Callcenter experience required. Prior people performancemanagement/coaching/feedback experience desired.LANGUAGE SKILLSAbility to read, analyze, and interpret general business periodicals,professional journals, corporate procedures/regulations. Ability towrite reports, business correspondence, and procedure manuals. Abilityto effectively present information and respond to questions from groupsof managers, clients, customers, and the general public.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest,commissions, proportions, percentages, area, circumference, and volume.REASONING ABILITYAbility to solve practical problems and deal with a variety of concretevariables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written,oral, diagram, or schedule form.PHYSICAL DEMANDSThe 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 talk or hear. The employee frequently is required to sit.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.SECURITY COMPLIANCEEmployees are required to maintain compliance with SYKES safety,security, and privacy programs. Responsible for being an activeparticipant in the SYKES safety, security and privacy programs toprotect SYKES' business operations, facilities, and physical andintellectual property and to ensure a safe and secure workingenvironment for all SYKES' employees.ETHICS COMPLIANCE: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. Employees are encouraged to observe the highest standards ofprofessionalism at all times, and are expected to adhere to the SYKESStandards of Conduct for Compliance and Integrity (www.sykes.com). SYKESis proud to be an equal opportunity employer.DISCLAIMERThe 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. To perform this job successfully, anindividual must be able to perform each essential duty satisfactorily.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.Job Title: Quality Assurance Representative Job Code: 10159 Job Family: Training and QualityLast Updated: 12/8/2008 SUMMARYThe position is responsible for monitoring the telephone interactions ofall employees.ESSENTIAL DUTIES AND RESPONSIBILITIES? Adherence to SYKES policies on ethics and integrity.? Coaches and develops of all the representatives they monitor.? Coordinates the voice interaction with the data from theservicing system to ensure that the customer receives timely, accurate,and complete information.? Partners with the appropriate department managers to deliverfeedback regarding the customer interaction, including opportunities forimprovement as well as providing direct feedback to the representatives.? Acts as a resource and advisor to account and team throughvarious forms of call monitoring to insure that agents are adhering topolicies and procedures when meeting customers? needs and requirements.? 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.? Acts as a resource and advisor to individual agents, byperforming individual coaching to agents to insure correction andprevent quality slippage.? Has frequent communications with the Training dept. andManagement.? Compiles daily, weekly and monthly monitoring reports.? May perform other additional duties and responsibilities asassigned.SUPERVISORY RESPONSIBILITIES None Yes (See ?General Management Duties andResponsibilities? addendum)EDUCATION and/or EXPERIENCE? AA degree preferred. One or two years related experience and/ortraining; or equivalent combination of education and experience. Callcenter experience required. Prior people performancemanagement/coaching/feedback experience desired.QUALIFICATIONSTo 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.Reasonable accommodations may be made to enable individuals withdisabilities t

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