Publicat 02 Mar 2021 | Reactualizat 01 Apr 2021 | Expiră 02 Apr 2021

Quality Manager with Italian and English - Work at Home

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	Excellent communication and presentation skills in Italian, both verbal and written
	Good English language skills (minimum B2/C1 level both verbal and written)
	Familiarity with iOS and/or macOS, or comparable technology, is preferred
	Minimum 3-5 years of management experience in a multinational environment
	Must demonstrate a clear understanding and appreciation of Call Center concepts and practices
	Organized, able to multitask and prioritize for both themselves and their departments
	Must be analytical, demonstrated ability to conduct root cause analysis
	A keen customer advocate and strong desire to improve customer experience
	Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel)
	Manage account Quality Management System
	Lead, manage and support the account Quality Assurance team to continuously improve agent quality standards, achieve quality performance targets, improve transaction monitoring process, analysis, and reporting
	Use customer feedback gathered CSAT, Mystery shopping, find root cause, analyze and develop appropriate actions to improve customer experience
	Participates in calibration sessions with clients
	Collaborate with operations Team Lead and Trainers to ensure agents are getting the effective quality monitoring feedback and coaching sessions
	Prepare and participate in internal and external audits
	Delivers quality training whenever is needed, provides quality support to Account/Team Managers
	Assists in the planning, development, and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization

What we can offer you:

	40 hours indefinite contract
	Competitive monthly salary
	Learning and development opportunities
	Career prospects within the team and company
	Attractive Benefit Package
 SYKES is a leading, global digital-marketing and customer-care outsourcer. SYKES provides differentiated, full lifecycle customer-engagement services to Global 2000 companies and their end consumers at key touchpoints. Headquartered in Tampa, Florida, SYKES’ comprehensive suite of solutions addresses the needs of major companies around the world — serving such industries as communications, financial services, technology, healthcare, transportation and leisure, insurance, retail and energy.
Quality Manager with Italian and English - Work at Home  -  SYKES ENTERPRISES EASTERN EUROPE S.R.L.

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