Quality Assurance Representative-HCS - Full-time / Part-time

To assess the quality of interaction between HealthCare Support Customer Service Agents and our customers and provide actionable feedback to the organization on how to improve the experience of the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adherence to SYKES policies on ethics and integrity.
• Coaches, develops and motivates team members to exceed all program goals, including quality and production.
• 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



EDUCATION and/or EXPERIENCE

AA degree required and two years related experience; 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.

• Excellent collaboration and influencing skills. Must possess a high level ability to problem solve
• Strong organizational skills and excellent communication skills, both written and verbal
• Possess strong listening skills with attention to detail and accuracy
• Must have the proven ability to work independently and meet deadlines in a fast-paced environment
• 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.

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.



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 and affirmative action 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/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.

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