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    Quality Assurance Lead - Canada - TIME's group

    TIME's group
    TIME's group Canada

    3 weeks ago

    Default job background
    Description

    Quality Assurance Lead | URGENT HIRING & CAN START ASAP

    • The Quality and Process lead is responsible for the implementation and development of new processes or business initiatives.
    • The role is responsible for maintaining information management systems to ensure content is current and accurate.
    • The Quality and Process lead is accountable for ensuring information systems are fully functional and accessible by Agents and Coaches.
    • They are expected to provide an escalation channel for Coaches for process clarification.
    • Be available to answer questions and provide ongoing knowledge transfer to assist with Coaches, Agents and Training Team becoming self sufficient in sourcing and interpreting information.
    • Provide feedback back to the Operations Manager where information may be unclear / mis-interpreted.
    • If required, liaise with other departments with the intent to facilitate outcomes surrounding special circumstances.
    • Inform the Business Improvement Team of any limitation in knowledge, or gap in training for the site.
    • Assist Coaches and Agents by providing solutions to customers problems through reasoning and outside the box thinking.
    • Ensure quality and compliance checks are carried out on Agents to the required standard and frequency.
    • Provide/forward feedback to Coaches relating to errors committed by Agents.
    • Log errors in the Feedback Logger.
    • Perform other duties as assigned by the Business Improvement Team (do surveys, perform knowledge check etc.)
    Your application will include the following questions:

    How many years' experience do you have as a Quality Assurance Lead?

    Do you have customer service experience?

    Information & Communication Technology

    More than 10,000 employees

    Sykes Enterprises, Incorporated(Nasdaq: SYKE) is a global leader in providing outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. We provide an array of sophisticated customer contact management solutions to Fortune 1000 companies and medium sized businesses around the world primarily in the communications, technology/consumer, financial services, healthcare and transportation and leisure industries. Our complete service offering helps our clients acquire, serve, retain and grow relationships with their customers. We have developed an extensive global reach with state-of-the-art customer contact management centers throughout the United States, Canada, Europe, Latin America, Asia and Africa.

    Entering the China market at the industry's very early development stage, SYKES was and is the first and only foreign-owned customer contact center in mainland China and has been setting new horizons for customer contact management in China ever since. Whilst most of the outsourcers and in-house customer contact centres are struggling with quality services and profitability in China, SYKES China is enjoying steady growth and business expansion, managing about 1200 seats in Shanghai and Guangzhou together till now. Offering 9 languages support, including Mandarin, Cantonese, Taiwanese, English, Japanese, Korean, Thai, Bahasa and Indian, SYKES enables US and Pan European businesses to expand their product and services throughout Asia Pacific with the empathy and expertise needed to function in the local language and culture, and offer regional business a novelty choice of customer care outsourcing. SYKES does the job every day around the world. As of April 2008, our operations encompass:

    30+ Years of Experience

    80+ Global Centers

    51,000+ Employees

    24 Countries (30+ Languages)

    Publicly Held

    (NASDAQ "SYKE")

    Financially Strong

    Sykes Enterprises, Incorporated(Nasdaq: SYKE) is a global leader in providing outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. We provide an array of sophisticated customer contact management solutions to Fortune 1000 companies and medium sized businesses around the world primarily in the communications, technology/consumer, financial services, healthcare and transportation and leisure industries. Our complete service offering helps our clients acquire, serve, retain and grow relationships with their customers. We have developed an extensive global reach with state-of-the-art customer contact management centers throughout the United States, Canada, Europe, Latin America, Asia and Africa.

    Entering the China market at the industry's very early development stage, SYKES was and is the first and only foreign-owned customer contact center in mainland China and has been setting new horizons for customer contact management in China ever since. Whilst most of the outsourcers and in-house customer contact centres are struggling with quality services and profitability in China, SYKES China is enjoying steady growth and business expansion, managing about 1200 seats in Shanghai and Guangzhou together till now. Offering 9 languages support, including Mandarin, Cantonese, Taiwanese, English, Japanese, Korean, Thai, Bahasa and Indian, SYKES enables US and Pan European businesses to expand their product and services throughout Asia Pacific with the empathy and expertise needed to function in the local language and culture, and offer regional business a novelty choice of customer care outsourcing. SYKES does the job every day around the world. As of April 2008, our operations encompass:

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