Quality Assurance Supervisor

1 week ago

Morong, Philippines Sutherland Full time

Overview

Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines
Posted 5 days ago

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance.

Job Description

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment; Champions program implementation of Continuous Improvement Framework; Own deployment and completion of CE delivery plan for the program; Observations and Customer Experience (survey) results to improve performance; Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns; Manage team productivity and effectiveness using a structured approach to manage performance; Deliver process-level insights to stakeholders and have expertise in data analysis using CE; Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve; Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team.

Responsibilities
  • Own deployment and completion of CE delivery plan for the program
  • Manage CE Observations, team-level reports, program-level analysis, and calibration sessions
  • Implement Continuous Improvement Framework and CE delivery improvements
  • Deliver process-level insights to stakeholders with data analysis expertise in CE
  • Execute people development initiatives for CE Specialists
  • Communicate with all program stakeholders to represent the CE Team
Qualifications
  • Creativity, proactivity, and bias for action
  • Experience with marketing, organizational development, psychology, or customer experience
  • Exceptional project leadership skills, attention to detail, and good judgment
  • Experience aggregating and analyzing customer feedback is preferred, but foundational data-analysis experience is required
  • Ability to inspire others to action and influence without authority
  • Ability to create Customer Journey Maps and Employee Journey Maps; identify opportunities for improved process or design
  • Passion for learning and learning agility
  • Excellent written communication skills
  • Good computer skills: Windows, Word, PowerPoint, Excel
  • Excellent research skills; professional demeanor and appearance
  • Attention to detail and strong organizational skills
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Quality Assurance
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