Lead - Customer Experience

2 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland 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. 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 key focus of the Quality Specialist is to evaluate transactions to ensure all required processes and guidelines are followed, thereby ensuring 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 evaluations and attending all internal and external calibration sessions as assigned.

Responsibilities include:

  • Define Sutherland's reputation by overseeing and managing performance and service quality to guarantee customer satisfaction.
  • Establish and maintain communication with clients and team members to strengthen relationships.

Qualifications

Our most successful candidate will have:

  • Experience in international voice process.
  • Knowledge and experience in banking and finance will be preferred.
  • At least six months of experience in process transformation.
  • Proficiency in MS Office and ability to work in a fast-paced environment.
  • Proactive in developing trust and professional rapport with employees and team members; a team player.
  • Strong analytical skills, with the ability to interpret data, identify trends, and suggest improvements.
  • Excellent verbal and written communication skills, capable of conveying information clearly, constructively, and professionally.
  • Willing to relocate to Hyderabad and work at the office.
  • Willing to work in rotational shifts/offs.

Additional Information

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

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