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JOB SUMMARY:

Lead a QA team to meet and exceed business objectives, ensuring operational and quality metrics are consistently achieved.

RESPONSIBILITIES:

  • In partnership with Operations leadership and training teams, to create, to develop, and to drive actions to improve customer satisfaction, handle times, reduce agent errors, improve FCR, and different KPIs.
  • Manage the output of the quality process through calibration sessions, spot monitoring, report review and analysis of trends.
  • Being able to partner and lead motivational activities through fun environment (either thru incentives and being cost efficient oriented).
  • Develop, create and coordinate actions to maintain an environment full of useful information that may drive improvement in different KPIs.
  • Provide support to a team of 6+ quality assurance specialists/analysts
  • Provide directional input towards Account Opportunities in all KPIs.
  • Continually review and monitor work performance of all QA’s ensuring that they are following their assigned tasks.
  • Measure, report and communicate metric goal attainment for assigned team, account and LOBs
  • Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all the QA Team, associates, operations and sharing of ideas and best practice are daily key contributors to operational excellence.
  • Coordination of responses to any client change control requests.
  • Manage client communication related to procedures, quality controls, product knowledge, skill reinforcement, etc.
  • Client nurture and fluent communication are key in this role.

EDUCATION:

  • College degree or equivalent work experience.

SKILLS REQUIRED:

  • In-depth ability to understand operations.
  • Superior verbal and written communication skills in both English and Spanish languages.
  • Must have excellent presentation skills in group and individual settings.
  • Must have excellent interpersonal skills.
  • Exercises superior creative resolution skills.
  • Demonstrates flexibility and adaptability to change in the work environment.
  • Must be proficient in MS Office software packages (Word, Excel, and Power Point).
Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It’s about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people’s innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

 

 

 

 

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