Candidatul ideal

University educational degree is preferred
Proficiency in English
Proficiency in German
Previous experience as a Quality Analyst and previous experience in managing a team is a must
Proficient with writing reports and business correspondence
Proficient with spreadsheets and word processing software
Excellent in planning and organizing
Excellent and communication and interpersonal skills

Descrierea jobului

This position coordinates and directs quality assurance, training and implementation programs, ensuring that required standards of training, accuracy, and quality set by the client are achieved and maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Plans, develops and improves quality initiatives in accordance with Sykes and client's business plans;
Develops and manages the Quality Systems of Sykes to ensure its effectiveness;
Develops, coordinates and manages the Quality Monitoring process;
Provides specializes input into quality and operational functions;
Optimizes workforce.
Plans, develops and improves training initiatives in accordance with Sykes business plan and client's standards;
Manages and ensures the efficient and effective management of the training program by the Account Trainers;
Develops and coordinates the training processes to ensure that agents have the technical and soft skills required to maximize customer and client satisfaction;
Develops, co-ordinates and manages the quality monitoring process;
Provides specialized input into quality, training and operational functions.

Descrierea companiei

SYKES is a global leader in providing customer contact management solutions/customer engagement solutions and services in the business process outsourcing (BPO) arena.

SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries. 

SYKES specializes in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, SYKES provides its services through multiple communication channels encompassing phone, e-mail, web, chat and social media. 

Utilizing its integrated onshore/offshore global delivery model, along with virtual at-home agents, SYKES serves its clients through two geographic operating segments: the Americas (United States, Canada, Latin America, India and the Asia Pacific region) and EMEA (Europe, Middle East and Africa).

SYKES also provides various enterprise support services in the Americas and fulfillment services in EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery and product returns handling.

Sykes Romania has offices in Cluj Napoca, Sibiu and Oradea.

For additional information please visit www.sykes.com