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Quality Assurance Analyst (Call Center)

Req ID#:  86128

Fishers, IN, US

Quality Assurance Analyst (Call Center)

Operations

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We may be new to the Northern Indianapolis Market, but we're backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 75,000 associates, 27 countries and 150 locations.

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. In fact, 93% of our management positions are filled internally. Sitel is looking to hire over 450 associates, including leadership and support positions, by the end of this year with more growth planned in 2020; servicing one of the most well-known insurance providers for military members and their families. Are you ready to join?

SUMMARY OF RESPONSIBILITIES

Calibrating, monitoring and supporting the quality standards between clients and Sitel.

Participants will join call monitoring (contact) with client, client services team and call center team.

Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner.

Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause

Ensures production goals are met regarding the quality and quantity of call handling.

Communicates recommendations for changes or improvements to programs to maximize Calls, Knowledge, and Attitude.

Acts as the subject matter expert for agents working closely with LEAP/Quality Champion.

Interacts with Coaches/Operations Managers and Senior Team Manager to remedy system or script problems that may affect Trusted Professionals performance.

To present a positive attitude to trusted professionals and clients during periods of stress (e.g.: system or communications failures or downtime).

POSITION QUALIFICATIONS

Demonstrated interpersonal and coaching skills.

Keen attention to detail.

Excellent verbal and written communication skills.

Good computer skills (hardware, operating systems, Internet).

Research, analytical and problem-solving skills.

Knowledge and effective use of quality management processes and tools.

Ability to work well independently or within a team.

WORK EXPERIENCE

Minimum of 12 months of call center experience.

EDUCATION

High School Diploma or GED Equivalent.

Quality Assurance Analyst (Call Center)


Nearest Major Market: Indianapolis

Job Segment: Call Center, QA, Quality Assurance, Quality, Customer Service, Sales, Technology

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