SYKES is hiring “Quality Team Leader”.
– Job Description:
Lead the quality team to meet strategic objectives.
Ensure the site implements and maintains relevant quality principles and standards.
Plan, develop and execute Internal Audits across the account.
Highlight any service affecting non-compliance and supports the operational team in resolving them.
Document corrective actions and conduct follow up audits to ensure compliance.
Assist in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization.
Provided technical specialized input to CSC Operational functions and Clients, where required.
Deliver the periodic reports to the quality manager.
– Job Requirements:
Management experience in multinational environment, able to work with strict processes.
English fluency (C1 Level),
Organized and able to prioritize for both themselves and their departments.
A multitasker and able to track record of deliverables against goals.
Exhibits leadership and mentoring sensibilities.
Demonstrates a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.
Superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way.
Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).
Excellent communication skills in English Native/near native level, both verbal and written.
Excellent presentation skills and able to present to colleagues, team, senior management team and clients.
– If you are interested, send your CV to “[email protected]” and mention “QSV” in the subject.
