Quality Assurance Representative - DeLand, FL in DeLand, FL at Sykes

Date Posted: 6/27/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    DeLand, FL
  • Date Posted:
    6/27/2018

Job Description

Quality Assurance Representative - DeLand, FL

The position is responsible for monitoring the telephone interactions of all 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 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 the training dept., through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring.

> Acts as a resource and advisor to individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage.

> Has frequent communications with the Training dept. and Management.

> Compiles daily, weekly and monthly monitoring reports.

> May perform other additional duties and responsibilities as assigned.