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Employment Type:
Full time
Job Category:
Customer Service
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Quality Specialist
Sitel | Augusta, Georgia
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Job Description

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.



    Section Title: Job SummaryJob Summary

    -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, 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 operations management team.





     (identify essential skills required, and identify additional skills that enable success in performing this job) Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills. Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

     Please note the requirement of the associate must come from CPS with 6 months of tenure on CPS to qualify. 

    About Sitel

    SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)