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Job Description
- Plans, develops and improves quality initiatives in accordance with SYKES business plans.
- Develops and manages the Quality Systems at the SYKES site(s) to ensure its effectiveness and ensure consistency, in line with SYKES corporate standards.
- Develops, coordinates and manages the Quality Monitoring process.
- Provides specializes input into quality and operational functions.
- Plans, develops and improves training initiatives in accordance with SYKES business plan and client account standards.
- Manages and ensures the efficient and effective management of the training programs by the Account Trainers.
- Develops and coordinates the training processes to ensure that agents have the technical and soft skills required to maximize customer and client satisfaction.
- Develops, co-ordinates and manages the quality monitoring process.
- Provides specialized input into quality, training and operational functions.
Job Requirements
- University educational degree is must
- At least 12 months experience in Quality role
- At least 6 months experience in a management, coordinator or leading position
- Experience working in a multinational organization.
- Proficiency in English
- Experience of the full training life cycle, writing material, delivery, evaluation, and enhancement.
- Experience in driving quality initiatives
- Familiarity with NPS/CSAT/Quality analysis would be an advantage
- Proficient with writing reports, business correspondence and procedure manuals
- Proficient with MS Office suite of software
- Excellent in planning and organizing
- Excellent and communication and interpersonal skills
- Previous project management experience would be an advantage but not essential
