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Quality Specialist


  • A hirdetés 515 napja lejárt

Sykes Enterprises, Incorporated is a family of global companies delivering business process outsourcing services. The SYKES brand represents the benchmark in customer service. The top companies in the world rely on SYKES to care for their most valued resource- their customers. Headquartered in Tampa, Florida, we operate over forty customer interaction and fulfillment centers throughout North America, Europe, Latin America, Asia and Africa.

To learn more, visit us at Link megjelenítése.

 

 

 

We are looking for the following professional
to join our Budapest Call Center:

 

QUALITY SPECIALIST

 

Tasks:

  • Works out and reviews regularly Sykes internal processes and procedures as well as Account specific ones
  • Provides input in terms of the Quality Monitoring process
  • Supports the account quality team in improving the monitoring process, forms, reports etc
  • Participates in calibration sessions with the client
  • Provides specialized Quality input and advice to operational functions of the organization
  • Plans, develops and participates in direct internal audits for the local Sykes organization
  • Reviews account performance and KPIs
  • Implements and up-dates PEP program in each Account according to their needs and requirements
  • Looks after the call recording tool and provides training for users
  • Responsible for working out the Balances Score Card model for the Accounts by coordinating with the Account/Team Managers.  Reviews BSC at the end of each quarter
  • Reviews and develops account specific quality reports
  • Provides input in account specific improvement plans and/or improvement projects
  • Delivers quality related trainings whenever is needed, provides support on quality topics to Account/Team Managers
  • Gathers information from CSAT, CSS, TWO, Mystery shopping etc. and analyzes to propose improvement action
  • Implements,  maintains and improves Sykes global initiatives and processes
  • Helps in implementing any other quality related process, project

 

 

Requirements:

  • At least 1 year Call Center experience
  • Experience in Quality management (ISO 9001, SOE, other quality related systems and/or activities)
  • Advanced English skills, fluent in Hungarian
  • Ability to communicate effectively, both verbal and written
  • Ability to gather and analyze statistical data, prepare and present conclusions/suggestions through Power Point presentations or improvement action plans
  • Strong planning, time management and organizational skills
  • Skill in the use of computer and related software (Microsoft Word, Excel, Power Point)
  • High level of professionalism, integrity and maturity

 

We offer you:

  • Career opportunity
  • Cafeteria
  • Friendly, multicultural work environment

 

If you want to join a team of committed professionals please send your CV to E-mail cím megjelenítése. Visit our website: www.sykes.com or our facebook page, SYKES Hungary.

Helyek Budapest
Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
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