Gloria always wanted to be a teacher. But after 23 years of teaching preschool, she was ready to move onto something new. Her niece worked at SYKES, she decided to apply. She was hired as a Customer Service Representative for a healthcare client three-and-a-half years ago. Then one day, her team lead asked, “Have you ever thought of doing something different?” Gloria mentioned that she’d love to learn more about quality assurance. Today, she’s almost come full circle … but instead of teaching kids, she’s scoring calls and guiding customer service agents in providing exceptional service. She’s thankful for a team lead who gave her the nudge she needed. “I’m not someone who is going to go after it, so I kind of need that push. There were enough people behind me saying, ‘Yes, go for it!’
What do you do?
As a Quality Assurance Representative, I help our customer service representatives do the best job they can. I listen to recordings of their calls and make notes and coach them on how to serve our customers in an even better way.
What’s a typical day like?
I come in and listen to and score calls. When it’s busier than average, I take some calls too. I record all my notes and put them into the system.
How do you put customer service representatives at ease?
It can be nerve-wracking to know someone is listening in and “grading” your calls. I just tell them from the beginning: I’ve been where you are, I’ve made all the same mistakes. You’ll have bad calls and good calls.
How to earn a top score from Gloria?
First, be personable. Connect with the caller. Be more than polite. Be animated and friendly. Convey genuine concern for the caller and whatever their question or issue may be. Then I have a checklist of things to look for, such as saying please and thank you, using the caller’s name, verifying HIPAA, following compliance, etc. Their job is not to know everything, but to be able to find the answer to a question and just help them in any way they can.
What’s your favorite part of the job?
The people. I also love that every aspect of SYKES is built on helping people. By grading and coaching customer service reps to do the best job they can, it’s all working toward the same goal of helping people. It also appeals to the teacher in me!
What do you love about SYKES?
The people who work here are amazing, nurturing and kind. They make you feel like they’re interested in you. They want you to succeed.
What do you enjoy outside of work?
I love spending time with my husband and our rescue dog. We love to watch TV and visit our four grandchildren. We have two sets of twin grandkids!
What’s your go-to song?
“Gone Away” by Five Finger Death Punch
What actress would play you in a movie?
What would your superpower be?
Bringing someone back from the dead
Where do you see yourself in five years?
I’ll probably be here until I retire, hopefully still in QA. I get up in the morning excited to come to work.
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