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Sony Europe Ltd

Quality Coordinator (Contact Center Operations)

Sony Europe Ltd | Zaventem | Permanent, Full-time

Published on 22 days ago

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At Sony, our mission is to be a company that inspires and fulfills your curiosity. Our unlimited passion for technology, content and services, and relentless pursuit of innovation, drives us to deliver ground-breaking new excitement and entertainment in ways that only Sony can.
The Sony Belgium branch of Sony Europe hosts a variety of support departments, one of which being the Service, Quality and Environmental department. Within this group a team is looking after the management and quality of production of our (outsourced) European Contact Centre Operations. We are looking for a motivated Quality Coordinator for the Contact Centre Operations Quality team.
You will work from our offices located in the Brussels (Zaventem) area in Belgium.

Quality Coordinator (Contact Center Operations)

Job description

  • Co-develop, maintain and track  the quality strategy for customer service
  • Ensure the necessary checks & balances are in place between the Strategy & the execution of this within the outsourcer.
  • Ensure that common methodologies are applied in the calibration of interactions between a wider group of stakeholders within SONY and the outsourced delivery partner.  
  • Conduct root cause analysis in case of quality delivery issues and will set out and follow up on actions plans as created.
  • Will analyse thoroughly whether shortfall in delivery is driven by operational-, knowledge- or policy related gaps and work with other specialists in the field to improve for the longer term.

The Quality Co-ordinator (Contact Centre Operations) shall take:

  • an inclusive approach, using both data as personal feedback to understand where the quality and should or can be improved. He/She will be taking pride in the delivery of action reports and shall monitor the success of his calibrations and trainings against the actual performance of the outsourcer.
  • an open minded yet critical approach. They will not fear doing site audits and assess performance of the agents on the phone or sit in to trainings being delivered in order to assess the actual situation and to identify potential areas for improvement.

Key responsibilities:


  • Co-develops, maintains and tracks the quality strategy for customer service
  • Maintains the Survey and Calibration monitoring tools Signs off calibration documents and monitoring scripts.  
  • Ensure that common methodologies are applied in the calibration of interactions between a wider group of stakeholders within SONY and the outsourced delivery partner.  
  • Remediate any shortfall in the execution by working out plans to remediate, improve or just completely change.
  • Shall Identify, analyse and prioritise the agent development needs
  • Shall track the quality of the contact centre delivery to match the business objectives
  • Shall ensure that calibrations are done within the agreed framework and standards of both SONY and Outsourced Delivery Partner.
  • Create reports including management summaries and status reports on training issues and initiatives
  • Devises and establishes the quality procedures & standards
  • Sets up and maintains the necessary controls and documentation procedures
  • Monitors performance by gathering relevant data and producing statistical reports
  • Sets out, maintains and validates the quality customer charter
  • Apply key learning’s and tangible actions derived from quality feedback. Advocates for the right things to be done in the right way.
  • Shall assess customer cases from A to Z as part of which will ensure current knowledge of issues
  • Conduct agent self-assessments within the Sony Outsourced team, analyse the results & feedback to the Contact Centre Manager.
  • Although the employee shall be appointed to perform the duties described in this document, other duties may be required to be undertaken that are within the range of skills, competence and training of the employee


  • Experience in the field of quality monitoring, quality tracking and training.
  • Ideally proven track record in contact centre quality management for remote locations
  • Experienced in adult learning mediums such as e-learning is a plus.
  • Affinity with and knowledge of customer service
  • Experience in the creation of content and training material and workflows (in the contact center field)
  • Experienced in quality management of offshore and near-shore contact operations, familiar with driving brand DNA, cultural ambassadorship & cultural awareness
  • Knowledge about the administration of a KB Tool and able to document workflows and processes accordingly  
  • Experience is performing training needs & GAP analysis programs
  • Proven track record in rolling out defined quality strategies
  • Able to translate a customer value proposition and the brand DNA into manageable deliverables in quality of execution
  • Knowledge on how to track quality in performance over a longer time in a standardised way. Knows how to calibrate conversations and written interactions based upon a pre-defined quality charter.
  • Able to align the support delivery of a culturally diverse agent community into 1 European quality framework
  • Able to reconcile different views from different stakeholders into a common quality methodology and audit program.
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