Quality Coordinator (SYKES - Shaw)

Account ManagementAchieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goalsProvide performance feedback and input to all monitored calls to increase service quality – Real time discussionServes as point of contact for all quality issues and questionsPrepares QA/i4C reports and interacts with operations and support groups regarding quality improvements.Schedules, coordinates and facilitates call calibration sessions at the direction of the Account Supervisor and Account ManagersPlays a lead role in the QA teamEDUCATION and/or EXPERIENCEUniversity degree preferably any engineering course or the equivalent.At least 6 months experience in working with customers of varied technical knowledge and business needsExcellent and proven writing / English / Technical skills and knowledgeProficient with writing reports, business correspondence and procedure manualsAbility to coach and to educate agents on non-proficient areasUnderstanding of quality feedback processes

SYKES is now part of Sitel Group.As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.