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Insights Analyst- Quality

Req ID#:  338432

US

Insights Analyst- Quality

Operations

About Us

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  

Job Summary

Summary of Primary Job Responsibilities

•    Responsible for calibrating and supporting quality standards between clients and IA team. 
•    Ensure that client quality and goals are met or addressed in a timely manner.  
•    Analyze email data, identify trends and inaccuracies; recommend solutions to address root cause of trends or inaccuracies.  
•    Make changes, modifications and/or updates to AI generated emails to ensure customers receive the correct response, expectations and timelines.
•    Monitor quality and accuracy attributes; quantify results.  
•    Provide recommendations on improving the quality process to achieve goals and objectives.  
•    Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.  

Qualifications:

Education: Two year college degree in Business Management/Administration or equivalent combination of education and experience.

Experience Target: One or more years experience demonstrating knowledge of call center quality assurance operations, goals and processes.
 
Skills: Strong customer service and interpersonal skills. Great verbal and written communication skills.  Research, analytical and problem-solving skills. Basic Microsoft applications such as Excel, PowerPoint.

Knowledge/Abilities: Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team. Great attention to details. 

Insights Analyst- Quality


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

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