Quality Supervisor

GENERAL PURPOSE:

This position is responsible for coordinating, directing and ensuring quality assurance programs are meeting respective client/s and SYKES operational requirements. Responsible for a team across multiple clients and lines of business that will monitor calls to ensure all required standards of quality, Federal and Government regulations, proper customer treatment, and policies are handled correctly by SYKES employees. ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Adheres to SYKES policies on ethics and integrity.
• 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.
• Coordinates the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.
• Acts as a resource and advisor to account and team through various forms of call monitoring to ensure 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, Operations trends, gaps and additional needs, through performing various forms of call monitoring.
• Compiles daily, weekly, and monthly monitoring reports, summaries, and analyses for internal and external stakeholders.
• Inspires and develops multiple quality analyst teams, per client, line of business or site, in all aspects of their job. Examples are but not limited to managing employee attendance and adherence, ensuring quality completion percentages are meeting client requirements, maintaining cost effective agent to quality agent ratios and manage each quality agent's productivity.
• Manages employee issues including performance improvement plans, corrective action and up to termination of employment.
• Evaluates the effectiveness and relevance of quality scoring forms and make appropriate changes or recommendation of changes to client(s).
• Visits new hire classes and presents Quality program to new employees.
• Analyzes the quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations.
• Provides direction on achieving specific objectives, including contributing to customer experience that promotes customer loyalty, brand recognition and revenue generation.
• Administers effective quality calibrations and testing techniques to assess employee's performance.
• Coaches and mentors Quality Analysts
• May perform other additional duties and responsibilities as assigned.

Required qualifications, skills and experience

EDUCATION and/or EXPERIENCE

Bachelor's degree required. One year related quality management experience or call center experience in a quality lead, team leader or supervisory position required; or equivalent combination of education and experience. 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.

• Strong leadership skills and ability to escalate issues and motivate others for timely resolution with little or no direction.
• Excellent organization, communication, analytical and presentation skills are required.
• Demonstrate a high level of Confidentiality
• Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan
• Assist with onboarding new Quality Assurance staffing as needed.
• Microsoft Office with advanced Excel knowledge including Pivot Tables, VLOOKUP and charting.
• Ability to analyze situations and predict outcomes based on knowledge and prior experience.
• Ability to partner with multiple operational and client managers.
• Strong interpersonal and team building skills with a proven ability to coach effectively
• Ability to multi-task with strong attention to detail while meeting deadlines in a fast-paced environment.
• Ability to organize and present technical information in a logical and consistent manner with all levels of management, both internally and externally.
• Basic understanding of Workforce Management, Scheduling and Staffing Interval requirements.
• Participate as requested in Quarterly Business Reviews, client visits, new account and/or new product implementations.
• Flexibility- Days, evenings, weekends. Shifts will vary.

Desired qualifications, skills and experience

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 required to speak to large audiences and listen to both large groups and individuals. The employee is required to sit for long periods of time. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include distant and close vision, and ability to adjust focus. Must have good hearing abilities and able to use a headset.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

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 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.