Sr Assoc Mgr-Customer Experience

1 day ago

Taguig, National Capital Region, Philippines Sutherland Full time
Overview

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Responsibilities
  • Performance Analysis and Quality Assurance
    • Analyze customer interaction data to identify trends and areas for improvement.
    • Ensure agents adhere to company policies, procedures, and regulatory guidelines.
  • Feedback and Coaching
    • Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
    • Develop training materials and support training programs to improve agent performance.
  • Reporting and Process Improvement
    • Document quality issues and performance metrics for management review.
    • Identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Collaboration
    • Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills
  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills
  • Attention to detail and knowledge of call center quality metrics
  • Proficiency in call center technology and quality management software
Qualifications
  • Bachelor's degree in Business Administration, Quality Management, or related field
  • Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • Proficiency in MS Office applications and quality management software
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
  • Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
  • In-depth knowledge of call center operations, performance metrics, and quality standards
  • Experience in developing and implementing process improvements
  • Understanding of regulatory compliance requirements in customer service
  • Demonstrated leadership skills and ability to work collaboratively in a team environment
  • Ability to multitask and work efficiently in a fast-paced, dynamic environment
  • Strong attention to detail and commitment to maintaining high-quality standards
  • Certifications such as Six Sigma or those focused on quality management are highly advantageous
  • Experience with data analysis tools and reporting software is a plus
Additional Information

Our most successful candidate will have: Six months experience in process transformation; Ability to work in MS Office; Ability to work in a fast-paced environment; Pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player; Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements; Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner


#J-18808-Ljbffr

  • Sr Assoc Mgr-Customer Experience

    2 days ago

    Taguig, National Capital Region, Philippines Sutherland Full time $60,000 - $80,000 per year

    Company DescriptionSutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.Job DescriptionJob DescriptionKey Responsibilities:Performance Analysis and Quality Assurance:Analyze customer...

  • Sr Assoc Mgr-Customer Experience

    2 days ago

    Taguig, National Capital Region, Philippines AUMTREND PH INC Full time ₱360,000 - ₱480,000 per year

    Key Responsibilities:Performance Analysis and Quality Assurance:Feedback and Coaching:Reporting and Process Improvement:Qualifications· Bachelor's degree in business administration, Quality Management, or related field· Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment· Proficiency in MS...

  • Assoc Mgr

    2 days ago

    Taguig, National Capital Region, Philippines AUMTREND PH INC Full time ₱370,000 - ₱500,000 per year

    Qualifications· Bachelor's degree in Statistics, Mathematics, Computer Science, Economics, or a related field.· Minimum of 3-5 years of experience in data analysis or a related field· Proficiency in MS Office applications, particularly advanced Excel skills· Strong knowledge of statistical analysis and data mining techniques· Experience with data...

  • Customer Experience Executive

    4 days ago

    Taguig, National Capital Region, Philippines Probe CX Full time

    JOB SUMMARY:Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.Educational Attainment:At least a Senior High School GraduateDesired Years...

  • Field IT Associate Manager

    2 days ago

    Taguig, National Capital Region, Philippines Shearwater Health Full time $40,000 - $60,000 per year

    The primary role of a Field IT Assoc. Manager is team productivity, process efficiency, quality service delivery and team capability development by effectively leading the Field IT Support Team, managing the resources needed in the performance of the (area) services and by implementing the right processes resulting to service delivery that meets then exceeds...

  • Sr Assoc Manager

    2 days ago

    Taguig, National Capital Region, Philippines Sutherland Full time

    Company DescriptionAbout SutherlandArtificial 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...

  • Customer Service Representative

    2 days ago

    Taguig, National Capital Region, Philippines Alldigi Tech Manila, Inc. Full time ₱312,000 per year

    We are hiring for Customer Service Representatives for our Financial - Forex AccountMain Duties & Responsibilities:Provide great customer support over phone, chat, and email.Listen to customers, ask questions, and solve their issues quickly.Stay friendly and professional while building strong relationships with customers.Qualifications:Must be SHS Graduate,...

  • Sr. Back Customer Processor

    4 weeks ago

    Taguig, National Capital Region, Philippines JK30 Full time

    COMPANY PROFILE: This company has been in the industry for over 49 years. It is an IT company that provide a different kind of services like business process and IT outsourcing services to their client.Position: Sr. Back Office Processor (Non- Voice)Company Industry: IT CompanyWork Location: Taguig and Ortigas Work Schedule: Nighshift ScheduleSalary:...

  • Sr Data Sources Assoc

    2 days ago

    Taguig, National Capital Region, Philippines IQVIA Argentina Full time

    Job ResponsibilitiesDigitize the informed consent form by performing the content/data entry by executing the basic HTML coding to mimic the source ICF.Perform the tier quality controls steps to ensure accuracy and consistency with the source ICF and the standards.Seamlessly manage the workload using the task management system by adhering to the queue...

  • sr. salesforce admin

    2 days ago

    Taguig, National Capital Region, Philippines KMC Solutions Full time $104,000 - $130,878 per year

    Make your next big career move by applying as KMC Solutions' next SR. BUSINESS APPLICATIONS ADMIN - SALESFORCE ADMINThe Company's Go-To-Market (GTM) Technology Support & Operations team provides the front line and specialized Application Support to the Go-To-Market Technology stack. Our application landscape is centered on Salesforce with various...