Quality Assurance Representative - Full-time / Part-time

SUMMARY

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.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) 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.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities 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.

COMMUNICATION 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. 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 speak and/or listen. 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. SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE

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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability. DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.