Lead-Customer Experience

3 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Full time
Overview

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: 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's 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.

Responsibilities
  • 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.
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.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Telecommunications
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