Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Ensures that the internal Quality Management System conforms to the requirements of the ISO 9001:2015 standard.
- Supports SGQS implementation, maintenance and control of processes
- Works out and reviews regularly SYKES internal processes and procedures as well as Account specific processes.
- Plans, develops and participates in internal audits for the local and regional SYKES organization based on ISO 9001 or SGQS requirements
- Implements and up-dates PEP program in each Account according to their needs and requirements.
- Helps in implementing any other quality related process, projects (e.g. Insight Analytics).
- Collaborates with SGA departments to ensure effective quality process implementation.
- Collaborates with other quality functions within the region to share best practices and develop.
- Implements, maintains and improves SYKES global initiatives and processes.
- Ensures the site implements and maintains relevant quality principles and standards
- Plans, develops and executes Internal Audits across the Site
- Highlights any site level or service affecting non compliances and supports the operational team in resolving them
- Documents corrective actions and conduct follow up audits to ensure compliance
- Assists in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization
- Manages Client satisfaction surveys and action plans.
- Gathers information from CSAT, Mystery shopping & etc. and analyses to propose improvement actions
- Develops and oversees accounts Quality Monitoring, Call quality analysis, Customer satisfaction and/or NPS & Calibration processes
- Manages and Supports the accounts quality teams in improving the monitoring process, Quality forms, Quality analysis and reporting etc.
- Reviews accounts Quality performance supports Operations in improving their performance, provides findings, insights, action plans, improvement plans and/or improvement projects.
- Participates in calibration sessions with the client.
- Looks after the maintenance of Quality tools and performance management tools, provides training for users
- Delivers quality training whenever is needed, provides quality support to Account/Team Managers
- Collaborates and shares findings with the training manager to help cover gap areas.
- Manages quality team performance.
Job Requirements
- Minimum 3-5 years management experience in multinational environment, able to work with strict processes.
- Organized and able to prioritize for both themselves and their departments.
- A multitasker and able to track record of deliverables against goals.
- Exhibits leadership and mentoring sensibilities.
- Demonstrates a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.
- Superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way.
- Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).
- Excellent communication skills in English Native/near native level, both verbal and written.
- Excellent presentation skills and able to present to colleagues, team, senior management team and clients.