Job Title: Quality Analyst I
This position is responsible for monitoring and mentoring Customer Service Agents to ensure that the vision and business objectives are met and will coordinate, direct and ensure quality assurance programs are meeting clients and SYKES operational requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ø Adheres to SYKES policies on ethics and integrity.
Ø Provides direction on achieving specific objectives, including contributing to customer experience that promotes customer loyalty, brand recognition and revenue generation.
Ø Responsible for executing the Quality Performance Management Program by consistently conducting and assessing customer interactions and transactions via recordings and observations utilizing call monitoring systems.
Ø Coaches, develops and motivates team members to exceed all program goals, including quality and production.
Ø 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.
Ø Analyzes the quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations.
Ø Analyzes daily performance activities, utilizing multiple reporting systems and provide on-going performance feedback.
Ø Provides leadership and direction to Team Managers to streamline, integrate, and improve the internal monitoring process.
Ø Partners with Account Management teams in managing daily calls focusing on sales objectives.
Ø Monitors account performance through gathering relevant data and producing statistical reports.
Ø Helps drive innovation and continuous improvement in quality management and related business processes.
Ø Compiles daily, weekly, and monthly monitoring reports, summaries, and analyses for internal and external stakeholders.
Ø Provides summaries, reports, and analyses conveying a variety of information, 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.
Ø Reviews and validates documentation from vendors, clients, and the training department to ensure everything coordinates
Ø Bilingual (spanish speaking) prefered but not required.
Ø May perform other additional duties and responsibilities as assigned