Sykes Quality Assurance Representative in DeLand, Florida
Quality Assurance Representative
QA - Deland, FL
The position is responsible for monitoring the telephone interactions ofall employees. The Quality Assurance Representative will also be responsible for the coaching and development of all the representatives they monitor. This responsibility includes coordinating the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.Additionally the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well asproviding direct feedback to the representatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.
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.
The Quality Technician has frequent communications with the Training dept., Team Managers, and Account Managers.
Compiles daily, weekly and monthly monitoring reports.
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.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, collect data, establish facts recommend corrective approaches, and perform coaching sessions to maintain or exceed targeted quality levels.
Flexibility- Days, evenings, weekends. Shifts will vary.
1398 S Woodland Blvd
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.
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.
Required qualifications, skills and experience:
EDUCATION and/or EXPERIENCE : AA degree preferred. One or two years related experience and/or training; or equivalent combination of education and experience. Call center experience required. Prior people performance management/coaching/feedback experience desired.
LANGUAGE SKILLS : Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS : Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
REASONING ABILITY : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.