Lead-Customer Experience

2 weeks ago

Carmona, Philippines Sutherland Full time

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, dedicating ourselves to making those experiences delightful, instantaneous, relevant, predictive, and frictionless. We employ various digital tools and technologies such as speech and text analytics and business intelligence tools to fetch relevant information from the data we receive and summarize it in the form of actionable insights for managers to implement and improve performance. Job Description Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers. The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to deliver the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals. This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned. Key Responsibilities Evaluate transactions to ensure all required processes and guidelines are followed. Complete all assigned transaction evaluation in a timely manner. Attend all internal and external calibration sessions as assigned. Drive KPI performance at or above all critical goals. Maintain communication with clients and team members to strengthen relationships. Qualifications Six months experience in process transformation. Ability to work in MS Office. Proactive ability to develop trust and professional rapport with employees and team members; work as a team player. Strong analytical skills; interpret data, identify trends, and make suggestions for improvements. Strong verbal and written communication skills; communicate in a clear, constructive, and professional manner. Seniority Level Mid-Senior level Employment Type Full-time Job Function Quality Assurance Industry Telecommunications Referrals increase your chances of interviewing at Sutherland by 2x. #J-18808-Ljbffr

  • Lead-Customer Experience

    2 weeks ago

    Carmona, Philippines Sutherland Full time

    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 -...

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