苏州招聘

Responsibilities:
1. Provide tactical management and leadership direction to the Quality assurance team
2. Ensure QM team provides high-quality service to the operations, thus meeting Sykes management’ and clients’ quality targets for each account
3. Ensure QA team & Training team achieves all the objectives & targets for the period
4. Ensure the QA staff follow approved QA guidelines, procedures, processes, tools in a consistent way
5. Recommend & implement continuous improvements in the quality systems, tools & techniques
6. Represent QA team in client’s sales presentations, meetings and discussions
7. Provide timely communication and updates to the Regional QA Manager and other Sykes senior management
8. Train and coach QA Officers on quality and management issues.
9. Perform other duties assigned to him/her by QA & Training Director
10. Manage QA team’s headcount, skill building, training needs, budget and resource allocation needs. To manage the QA budget in line with Value Based Management principles in order to create value to the Operation team.
11. Serve as a point of escalation for issues that cannot be resolved within the jurisdiction of QA staff functions
Requirement:
1. College’s degree or above is required
2. At least 4 years experience in a call center industry
3. Experience as a trainer, preferred
4. At least 3 years experience in quality assurance team management or operating team management
5. Proficiency in Windows and MS Office applications, VISIO, and MS Outlook
6. Good English written and oral communication
7. Strong customer service mind, assertive and result-oriented
8. Good people developing skills
9. Strong manpower management skill
10. Resilient and positive attitude
11. Being flexible and able to initiate and drive changes across all levels

赛科斯企业有限公司（纳斯达克股市代码：SYKE）是全球领先的提供客户关系管理服务的外包商，我们为《财富》1000强中的许多知名企业提供一整套全球范围内的客户关系管理服务，这些企业来自于通讯、技术、金融、医疗保健和运输等领域。我们一整套的客户服务方案可以帮助客户获得、服务、留住其顾客，并加强他们与顾客之间的联系。在美国、加拿大、欧洲、拉丁美洲、亚洲和非洲的许多地方，我们已建立了全球范围的客户关系管理中心。
赛科斯信息技术（上海）有限公司是美国赛科斯企业有限公司在华的独资企业。自1999年成立以来，赛科斯（中国）至今已经发展为大中华地区CRM与呼叫中心***的服务外包商之一，在上海、常熟和广州三地管理着超过2000坐席的大型外包呼叫中心。目前在中国，赛科斯服务于众多著名跨国企业和全球500强企业，为其提供了包括普通话、粤语、闽南语、英语、日语、韩语、泰语、俄语和印度语等9种语言的服务，赛科斯正通过其提供专业的商业流程外包，呼叫中心管理与市场服务（技术支持，客户服务，电话销售等）获得客户的广泛认可，持续地扮演着呼叫中心外包产业龙头带动作用。
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