Customer Experience Supervisor

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results.

The main job of a Quality Supervisor is to manage productivity of QA and aid in their effectiveness. He/she should be conducting transaction auditing sessions and JMS sessions for Q-reps. He/she must keep the QA’s motivated and working as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves.

• Prepare weekly Sampling Plan and share with the QA team.
• Ensure that all types of transactions are monitored in the programs assigned
• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Prepare and share Gage R&R report.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
• Facilitate QA’s to conduct NH trainings during Nesting.
• Analyse monitoring data to identify program level issues and opportunities
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

TECHNICAL / PROFESSIONAL SKILL SET REQUIRED

• Good knowledge of Quality metrics, their measurements and thresholds / targets
• Knowledge and clear understanding of critical and non-critical errors in the transactions
• Good in investigative and business writing skills.
• Good at creating reports using various tools and applications.
• Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
• Basic exposure to statistical tools and approaches, trend analysis & cause analysis
• Working knowledge of MS Office (Word, Excel & PowerPoint)

BEHAVIORAL ATTRIBUTES

• Hard-working, innovative and meticulous
• Good Decision making and Problem-Solving abilities
• Team Handling and People Management Skills
• Very good Communication and analytical skills.
• Proactive in approach rather than reactive.

All your information will be kept confidential according to EEO guidelines.