Urgent Hiring: Quality Supervisor

WHY YOU SHOULD JOIN SYKES

SYKES is the best company where you can work, learn and grow. We offer competitive salary and benefits packages, provide various learning, development and mentoring opportunities and put programs in place to promote career growth. As a multinational digital marketing and customer service global outsourcer, we partner with Global 2000 companies.

That means that you get to work with the world's biggest brands and industry leaders! Here are some of the other benefits of working in SYKES:

• Competitive salary, account-specific benefits and performance incentives

• Night differential and night shift allowances

• Paid sick and vacation leaves

• HMO coverage (medical and dental) for you, even during probationary period, and your qualified dependents

• Life Insurance

• Cool office spaces and employee-centric facilities

• Accessible locations

• Mentoring and development programs for career growth opportunities

• Exclusive discounts in partner establishments

• Company-sponsored interest clubs

• Employee engagement activities

• Volunteer programs

SYKES has been in the Philippines for more than 20 years and is considered the country's first multinational contact center!

*The compensation package is inclusive of incentives and allowances. The basic salary varies depending on your assessment.

SYKES ASIA INC. CEBU is looking for

QUALITY ASSURANCE SUPERVISOR

Earn competitive salary and great benefits!

Responsibilities:

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly

• Forward quality updates and reports sent by client and operational contact, creates internal reports and communicate to the floor, training, timely, accurately, and consistently

• Educate all center personnel on quality and customer connection processes and guidelines

• Implement and reinforce all quality and customer connection processes within center

• Continuous improvement of all quality and customer connection processes through trending, consulting, and troubleshooting

• Drive strategy by analyzing data collected from a statistically significant sample of calls.

• Ensure call center compliance to account policies and procedures, fulfillment, professionalism and accuracy of information given during associate/customer interactions.

• Create a standard report including measurements of: regulatory infractions, one call fulfillment, professionalism, and customer experience.

• Manage the QA department and ensure processes and/or techniques are followed.

• Accountable for the performance of QA representative by coaching, creating, and maintaining development plans, conducting performance appraisals, recommending training, and encouraging individual employee participation in decision making

• Implement objectives set by supervisor and training manager and assists in giving rewards and recognition to the team once goals are achieved

Minimum Qualifications:

• College degree of any related course

• 2-3 years related experience in the BPO industry

• People management experience required

• Experience in negotiation and diplomacy

• Proficient in organizing & analyzing data and presenting performance results or trends

• Proficient in using MS Office applications, and any quality monitoring systems

For more information, please visit our website at https://foundever.com/