Quality Coach / Trainer

SYKES JOB OPPORTUNITY:

QUALITY COACH 

If you are the Quality coach we are looking for, the communicative people-person whose goal is help and coach our employees to ensure the account quality targets are met and exceeded, but moreover to challenge them to reach higher to become a Customer Service Star, then SYKES has an exciting job opportunity for you:  

Quality coach for one of our fastest growing English support desks.  

We challenge you to come and work with us in our ever buzzing and fast-paced environment. Joining SYKES means joining one of the most successful global leaders in customer care outsourcing. SYKES has, with over 55.000 employees, presence in 23 countries around the world, and all together we speak over 50 languages! 

The main purpose of this role is to guarantee the quality of the services provided by our team of Customer Service Advisors. 

What you will be doing: 

• Monitor and score customers’ calls based on the Quality Monitoring Form
• Provide structured feedback and coaching to Customer Service Advisor on a weekly basis
• Participate in Calibration Sessions and Quality Meetings (internal/external) according to Account needs
• Deliver quantitative and qualitative analysis to positively affect Key Performance Indicators
• Coordinate and facilitate actions on quality impacted metrics through use of relevant data analysis
• Take customer calls when needed
• Compile reports requested by the Client or Management

What we offer: 

• Competitive monthly salary
• Full time 40 hours/week with flexible working hours
• Office equipment: computer, monitor, headsets
• Professional training programs and career development

Apply with us if you have: 

• Fluency in the English Language (C1)
• Candidates should be qualified to University Degree level or equivalent
• Experience in the same position for at least 1 year is a must
• Training and/or Teaching experience would be a distinct advantage
• Excellent communication, customer service and computer skills
• All-level communication skills, Positive and motivating attitude with dedication to providing exceptional (customer) service
• Proactive approach, ability to multitask and successfully operate in a virtual team environment
• Adaptability to change and able to adjust priorities as needed