Experience Quality Leader

3 days ago

Palayan City, Central Luzon, Philippines beBeeCustomer Full time $35,000 - $55,000

Job Title: Quality Experience Lead

 

Company Overview:

Our company is a leader in digital transformation, providing innovative solutions for businesses worldwide. We bring together human expertise and artificial intelligence to develop digital chemistry, unlocking new possibilities and transformative outcomes.

 

Job Description:

The Quality Experience Lead is a front-line position responsible for evaluating and documenting customer transactions to ensure accurate and consistent information is provided to customers. This role requires strong analytical skills, attention to detail, and effective communication abilities.

 

Responsibilities:

  • Evaluate transactions to ensure all required processes and guidelines are followed.
  • Define Sutherland's reputation by overseeing and managing performance and service quality to guarantee customer satisfaction.
  • Strengthen relationships by establishing and maintaining communication with clients and/or team members.
  • Relay important information through timely and accurate reports.

 

Qualifications:

Our ideal candidate should possess the following qualifications:

  • 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.

 

Key Skills:

Our ideal candidate should have:

  • Strong computer literacy with the ability to quickly learn.
  • Technical knowledge of Microsoft Office applications, such as MS-Excel and PowerPoint.
  • Troubleshooting skills with confidence and competence in diagnosing and resolving technical issues.
  • Quality evaluator skills with a solid understanding of the Quality audit & Coaching process.
  • Excellent communication and interpersonal skills with the ability to comprehend and effectively communicate with stakeholders.

 

Benefits:

As a Quality Experience Lead, you will enjoy:

  • A dynamic work environment with opportunities for growth and development.
  • Competitive compensation and benefits package.
  • Opportunities for professional growth and advancement.

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