Quality Analyst

Sitel Knoxville , TN 37902

Posted 2 months ago

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Quality Analyst

Req ID#: 233910

Knoxville, TN, US, 37922

Quality Analyst

Operations

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.

SUMMARY OF JOB RESPONSIBILITIES

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.

KNOWLEDGE/ABILITIES/SKILLS

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



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