Quality Analyst

Company Description

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 business, 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.

Unlocking digital performance. Delivering measurable results.

Job Description

The Lead - Customer Experience (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.

1. The Lead - Customer Experience 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 critical goals.
2. Responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned.

Additionally, the Lead – Customer Experience shall:

• 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

Our most successful candidates should have:

• High performance delivery on all quality parameters.
• Audit chats/email interactions on product/process, Communication and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement.
• Reduce the learning curve and help enhance the product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• Customer/Client Interactions.
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement.

Qualifications

• Technical Proficiency: Strong computer literacy with the ability to quickly learn.
• Technical Knowledge: Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.
• Quality Evaluator Skills: Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.
• Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with Bokun onshore team and external customers who are business professionals. Able to present findings, data and recommendations to internal and Bokun stakeholders.
• Leadership and Time Management Skills: Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, has a sense of urgency, and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problem-solving skills.
• Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.

Additional Information

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