Lead - Customer Experience

22 hours ago

Angeles City, Central Luzon, Philippines Sutherland Full time
Overview

Join to apply for the Lead - Customer Experience role at Sutherland.

Responsibilities
  • The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer.
  • The Quality Analyst key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of 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.
Impact and Opportunities
  • Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Keep management updated: Relay important information in the form of timely and accurate reports.
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
Qualifications
  • 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.
Additional Information

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

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Analyst
  • Industries: Banking
#J-18808-Ljbffr

  • Lead-Customer Experience

    22 hours ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland 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 —...

  • Lead - Customer Experience

    3 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    Job DescriptionSutherland 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 transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to...

  • Lead - Customer Experience

    2 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Global Full time

    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 transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to...

  • Lead - Customer Experience

    4 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Global Full time

    Company Description: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. Job Description:Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst....

  • Customer Experience Lead

    14 hours ago

    Angeles City, Central Luzon, Philippines beBeeExperience Full time ₱800,000 - ₱1,200,000

    Job OverviewThis is a mid-senior level analyst role in the banking industry.Key ResponsibilitiesThe successful candidate will be responsible for evaluating customer transactions to ensure accurate and consistent information is provided to customers.The focus will be on ensuring all required processes and guidelines are followed to deliver the highest levels...

  • Customer Service Team Lead

    22 hours ago

    Angeles City, Central Luzon, Philippines TalentPop App Full time

    OverviewLead with Impact as Our Next Customer Service Team Lead. Do you thrive in guiding teams toward success? At TalentPop, we're looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you're a results-driven leader who knows how to balance people...

  • Customer Experience Specialist

    1 day ago

    Angeles City, Central Luzon, Philippines beBeeCustomerService Full time ₱80,000 - ₱150,000

    Customer Service Representative RoleThis is a career opportunity to join our company as a customer service representative. The role involves providing excellent support to customers through various communication channels, handling inquiries, resolving concerns, and ensuring a positive experience.Key Responsibilities:Manage customer interactions with...

  • Customer Experience Representatives

    18 hours ago

    Angeles City, Central Luzon, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000

    Job Description:We are seeking highly skilled Customer Service Professionals to join our team. As a key member of our organization, you will play a critical role in providing exceptional customer service to our clients.Be the primary point of contact for customers, responding to inquiries and resolving issues in a timely and professional manner.Process...

  • Lead - Customer Experience

    2 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Full time

    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 DescriptionSutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The...

  • Customer Service Team Lead

    14 hours ago

    Angeles City, Central Luzon, Philippines beBeeLeader Full time ₱25,000 - ₱60,000

    Leadership OpportunityAre you a results-driven leader who can guide teams toward success? This role is for an individual who can motivate, mentor, and elevate customer support teams to deliver exceptional service for e-commerce brands.What You'll Bring To The TableMinimum 3 years of leadership experience in a customer service environment with a proven track...