Quality Analyst

Sitel Knoxville , TN 37902

Posted 2 months ago

Apply now "

Apply now

  • Start apply with LinkedIn

Apply Now


Please wait...

Quality Analyst

Req ID#: 233910

Knoxville, TN, US, 37922

Quality Analyst


Learn, Lead & Grow at Sitel Group

We believe experiences are everything, and that happy associates are successful ones. That's 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 tools, skills 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. It's 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 mission-driven -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 people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world's best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions - including self-service, artificial intelligence (AI), automation and data-driven analytics - with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.


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.


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.

Only for associates from Project Care, not allowed from another Client as Product training is a must.

Only Candidates from Knoxville,TN will be consider as visits to our local site are a must

Quality Analyst

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Quality Analyst

US Bank

Posted 3 months ago

VIEW JOBS 8/18/2021 12:00:00 AM 2021-11-16T00:00 A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. Elavon is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Job Description Monitors and evaluates the quality of work as measured against timeliness, accuracy and productivity standards. Documents quality issues, performance measures and quality improvements for management review. Provides information to assist in giving feedback to employees and in the training of employees. Ensures proper application of and compliance with internal and regulatory standards, guidelines and procedures. Basic Qualifications * High school diploma or equivalent * One to two years of relevant experience, preferably in quality analysis and measurement activities Preferred Skills/Experience * Prior Experience in Quality and/or Performance Management * Experience in Process Improvement * Experience in Underwriting/Credit * Experience working within AML/KYC/BSA * Good knowledge and understanding of the products and services applicable to the assigned area * Good knowledge of the productivity and accuracy standards of the assigned area * Effective verbal and written communications skills * Proficient computer navigation skills using a variety of software packages including Microsoft Office applications Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family. Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers. EEO is the Law Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program. This is an Elavon posting. Elavon is a part of the U.S. Bank family. US Bank Knoxville TN

Quality Analyst