Quality Specialist
Quality Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
About Us
Learn Lead & Grow at Sitel Group
We believe experiences are everything and that happy associates are successful ones. Thats 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 toolsskills 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. Its 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 missiondriven 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 peoples innovative ideas experiences and feedback to shape and drive the future of Sitel Group.
About Sitel Group
As a global leader in endtoend customer experience (CX) products and solutions Sitel Grouppartners withthe worlds bestloved brands from Fortune 500 companies to local startups to design buildand delivera competitive edge across all customer touchpoints.
With our awardwinning culture built on 35 years of industryleading experience and commitment to improving the employee experience we improve business results by pairing innovative design thinking and digital solutions including selfservice artificial intelligence (AI) automation and datadriven analytics with the expertise emotion and empathy of our people toCreate Connection. Value Conversation.
SUMMARY OF JOB RESPONSIBILITIES
May be responsible for monitoring associate phone quality and tool usage to ensure high level of customer satisfaction and first call resolution.
Responsible for meeting contact center weekly goals.
May be responsible for completing monitoring forms including comments detailing associate performance saving all results in the database for review.
May be responsible for conducting customer satisfaction surveys for all clients and service types.
Participate in the customer satisfaction process and monthly reporting for all areas using Excel and Survey Tracker to produce reports.
Responsible for making recommendations for quality improvements to manager/supervisor to coach their teams.
KNOWLEDGE/ABILITIES/SKILLS
Strong PC and office software skills. Outlook Excel and PowerPoint.
Excellent verbal and written communication skills required.
Strong attendance record.
The ability to maintain personal metric goals.
Ability to work with minimal supervision.
EDUCATION
High school diploma or equivalent required.
EXPERIENCE TARGET
One to two years in customer service experience.
Previous call center experience.
Minimum of 6 months experience on campaign(s) for this company with demonstrated high quality performance.
Required Experience:
Unclear Seniority
Employment Type
Full Time
