Sitel Group is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting and analytics solutions.
We are looking for candidates for the position:
- Leads a team of Quality Analysts responsible for listening, reviewing and evaluating CSRs calls, chats and emails and providing appropriate feedback to CSRs on quality of service.
- Makes monthly contact monitoring plan and assures its execution.
- Attends regular meetings with Team Managers, Project Leaders and the Client to discuss outcomes of quality monitorings.
- Conducts regular calibration sessions to ensure consistency in scoring and interpretation of calls between Quality Analysts.
- Analyzes quality results and prepares reports showing most important findings along quality metrics.
- Recommends solutions and improvements based on quality monitoring results
- Provides feedback to Learning & Development department and to the Client about issues identified during monitoring that could be addressed during new hire training.
- Handles client escalations related to quality or compliance violations within the team.
- Audits feedback sessions conducted by Quality Analysts and provides them with appropriate feedback in order to make sure that root causes are properly addressed and acted upon.
Experience:
- At least 1 year experience in contact center as Quality Analyst, Quality Manager, Mentor or similar.
- Experience in managing their own team.
Qualifications:
- Excellent English, both written and spoken.
- Very good knowledge of MS Office tools and Google Suite.
- Strong verbal and written communication skills.
- Good organization and time management skills.
- Ability to work with variety of people from diverse backgrounds.
- Ability to make fair and consistent judgments and decisions.
- Ability to solve problems and offer suggestions.
- Ability to adhere to all organizational policies and procedures.
- Ability to provide constructive feedback.
- Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
- Rest: we subsidize the holiday
- Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Children's Day
- Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
- Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
- CSR - we care not only about ourselves. We are happy to help those in need.
- Language Course - you don't speak Polish? Join us and sign up for the lessons we organize.
When applying please enclose the below statement: "Hereby I voluntarily agree to the processing of personal data contained in my CV by Sitel Polska Sp. z o.o. for the purpose of the recruitment process in accordance with the Act of August 29, 1997 on the Protection of Personal Data (Journal of Laws of 2002 No. 101 , pos. 926 as amended).”
Application submission signifies the applicant's agreement to process the personal data contained in the application for the purposes necessary for the recruitment process in accordance with Sitel Global Corporation's privacy policy (available at www.sitel.com).
Poznaj
Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.