Quality Analyst

3 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Full time
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.

  • 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.
  • 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:

  • Bachelor's degree
  • Experience with process documentation
  • Be able to work in MS Office
  • Have advanced-level knowledge of Excel
  • Be able to work in a fast-paced environment
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Have 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.


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