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Seasonal Quality Analyst

Req ID#:  155368

US

Seasonal Quality Analyst

Operations

 

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We are backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 80,000 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. Are you ready to join?

 

 

SUMMARY OF JOB RESPONSIBILITIES

Responsible for 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 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). 

Other duties as assigned from time to time by the operations management team.

 

 

KNOWLEDGE/ABILITIES/SKILLS

Basic PC skills. 

Strong customer service and interpersonal skills. 

Good verbal and written communication skills. 

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.

SEASONAL JOB OPPORTUNITY 

Seasonal Quality Analyst

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